Russell Tobin and Associates/Pride Global is currently seeking Technical Support Representatives to work for our client's team in Happy Valley, MN. This is an excellent opportunity to work with a dynamic team and gain valuable experience in the education industry. The position is a 3-month contract. Apply now, for immediate consideration!

Title: Technical Support Representative

Pay Rate: $18 - $20.00/hourly

Work Location: Happy Valley, MN - Fully Onsite

Duration: 2/18/2025 - 5/23/2025

Training Time: 40-hour week for employees in training (Mon-Fri 8:30am-5pm (onsite training for 2 weeks))

30-hour work week after training (6:30/7am-12pm)

The Tech Support Representative serves as the first point of contact for educators and educational support staff. Working within a contact center environment, the role involves troubleshooting technical and product-related issues through calls, emails, and chats. Specialists ensure a positive experience for users of NWEA's products and services, offering solutions tailored to varying levels of technical proficiency.

RESPONSIBILITIES:

• Provide first-level support for NWEA products and services, including test preparation, session management, and report interpretation.
• Troubleshoot partner inquiries, guiding users through diagnostic procedures and replicating issues when needed.
• Document all partner interactions with detailed and accurate case notes in the CRM system.
• Create and maintain high-quality communication with partners and internal staff via email and messaging platforms.
• Escalate advanced issues to Tier 2 support and alert management about product flaws.
• Leverage resources like the knowledge base and diagnostic tools to research and resolve incidents.
• Manage caseload to ensure timely and effective resolution, meeting quality and satisfaction metrics.
• Collaborate with subject matter experts to keep resources updated and accurate.
• Maintain flexibility to support products and perform additional duties as needed.

QUALIFICATIONS:

• High school diploma or equivalent.
• Experience : Minimum 2 years in a call center or technical product support role.
• Strong problem-solving and troubleshooting abilities with a focus on technical processes.
• Effective organizational skills with the ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills for calm, tactful collaboration with partners.
• Familiarity with technical tools and the ability to learn new software.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.