Technical Support Specialist

Job Type: W2 Contract (3-Month Duration)

Schedule:

• Training (Onsite): Mon-Fri, 8:00 AM - 5:00 PM (2 weeks).
• Regular Hours: Mon-Fri, 6:00 AM - 12:00 PM.
• Pay: $18.00 - $20.00/hour
• Location: Apple Valley, MN (On-site)

Position Overview

The Technical Support Specialist is the first point of contact for educators and support staff using NWEA products. In this role, you will troubleshoot technical and product-related issues via calls, emails, and chats. Working in a contact center environment, you will focus on providing effective solutions and ensuring a positive user experience across varying levels of technical proficiency.

Key Responsibilities

• Provide first-level support for NWEA products and services, including test preparation, session management, and reporting.
• Troubleshoot user inquiries, guide users through diagnostic procedures, and replicate issues when applicable.
• Document partner interactions with accurate and detailed case notes in the CRM system.
• Communicate effectively with partners and internal staff via email and messaging platforms.
• Escalate complex issues to Tier 2 support and alert management to any product flaws.
• Utilize resources such as the knowledge base and diagnostic tools to resolve incidents.
• Manage caseloads to ensure timely resolutions, meeting quality and satisfaction standards.
• Collaborate with subject matter experts to maintain up-to-date and accurate resources.
• Remain flexible to support additional products and perform other assigned duties.

Skills and Abilities

• Strong problem-solving and troubleshooting skills, particularly with technical processes.
• Effective organizational skills with the ability to multitask in a dynamic environment.
• Excellent communication and interpersonal skills for tactful collaboration with partners.
• Growth mindset and adaptability to handle ambiguity.
• Strong time management skills to efficiently manage caseloads and meet deadlines.
• Familiarity with technical tools and the ability to quickly learn new software.

Core Competencies

• Customer Focus: Deliver tailored, customer-centric solutions.
• Action-Oriented: Tackle challenges with urgency and enthusiasm.
• Collaboration: Build strong partnerships to achieve shared goals.
• Decision Quality: Make informed, timely decisions to drive results.
• Communication: Develop clear, audience-specific communication.

Education and Experience

• Required: High school diploma or equivalent.
• Experience: Minimum of 2 years in a call center or technical product support role.
• Preferred: Proficiency in Salesforce and educational background.