ExamSoft is seeking a high-energy, team-oriented SUPPORT SPECIALIST to provide technical support to ExamSoft customers. This person will report to the Support Manager I. The Support Specialist I will work directly with customers to troubleshoot software issues and assist administrators and students with the application of ExamSoft products.   

ExamSoft offers a market-leading assessment-management solution that supports the entire testing process, including exam creation, administration, delivery, scoring, and analysis. The software delivers powerful, actionable data to assess learning outcomes. ExamSoft is a growing company that hires smart and talented people who are excited about their personal growth and development in a fun and challenging work environment. They are excited about the positive impact they will have on education and the opportunity to change the way people learn.   

RESPONSIBILITIES: 

• Provide world-class technical support via telephone, email and chat for ExamSoft customers 
• Troubleshoot complex issues with use of remote support software  
• Learn from customer interactions to help innovate customer experience improvements with better software and support tools 
• Identify early symptoms, patterns and solutions for upcoming technology challenges 
• Develop best practices, tips and training scripts for customers on proper use of program  
• Communicate user challenges and software updates across multiple teams including the Development team for tracking resolution 
• Input all technical issues into bug tracking software to be addressed by appropriate teams 
• Assist with Quality Assurance beta testing ALL program components and installers as needed 
• Assist with Quality Assurance in maintaining all program help files and documentation as needed 
• Maintain list/information for security threats, bugs and enhancements 
• Maintenance of customer support portal 
• Opportunity to work on additional projects as necessitated by the Support team

QUALIFICATIONS: 

• Bachelor's Degree in Computer Science or equivalent work experience 

• 2+ years of Customer Support experience (preferred) 

• Working knowledge of Windows and Mac OS 

• Experience with software applications or SAAS (preferred) 

• Experience working with bug ticketing software a plus 

• Strong written and verbal communication skills 

• Strong interpersonal and customer service skills

Starting salary: $40,000+ (dependent on experience)