Technical Support Specialist

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world's expertise. 

Degreed is looking for a Technical Support Specialist to join our Client Experience (CX) team. As a Technical Support Specialist, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently.  You are ready to provide an unparalleled support experience, and you recognise that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention.  

This role reports to a Manager, Americas Technical Support, and will ideally be based in Salt Lake City, Utah. 

Day in the Life

• Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently.
• Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate.
• Support client questions and issues by gathering data about the problem they are experiencing, analysing their needs, then research possible resolutions before implementing the best solution to meet the specific situation.
• Stay current with product updates, system changes, and customer support team procedures and best practices.
• Assisting in the onboarding of new team members.
• The ability to work rotating weekend shifts as needed.
• This description reflects management’s assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time.

Who You Are

• 1-3 years of experience in technical customer service/technical support or help desk support.
• Professional fluency in English and French including speaking, listening, reading, and writing skills.
• Proven ability to learn new software quickly for the purpose of supporting end users. 
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated. 
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems. 
• Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product. 

What Sets You Apart

• Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file).
• Experience with SaaS applications and platforms.
• Basic knowledge of API interfaces, SSO, and FTP troubleshooting.  
• Experience with ticket management systems and call tracking applications.
• You are passionate about continual learning and sharing knowledge.
• Ability to work 9am-6pm PST to accommodate West Coast coverage.

#LI-REMOTE
100% Remote

Compensation and Benefits at Degreed

Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $50,000 - $67,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:

• Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
• Dental and vision plans for you and your family
• Employer-paid life insurance, AD&D, short-term disability, and long-term disability
• Company equity
• 401(k) Retirement Savings Plan with up to 4% match
• Company funded HSA and dependent care FSA (pending eligibility)
• Generous Parental Leave
• Unlimited Paid Time Off and 5 sick days per ye