Bilingual Product Support Specialist (English/Spanish)

Symplicity is seeking a Product Support Specialist, we empower higher education institutions around the world to enable the best possible outcomes for students. We engineer, operate, and support a suite of software-as-a-service products that serve thousands of universities and millions of students worldwide.Symplicity helps employers to hire students and new graduates.Product Support Specialists (PSS) act as the initial point of contact for clients. They provide direct support, troubleshoot, and test issues, write internal support notes, train clients on all aspects of Symplicity systems, assist with Quality Assurance, produce client training materials, and collaborate with other internal staff members & related teams. Their goal is to provide exceptional customer service.

Qualifications

• Bachelor's Degree
• Higher Ed Experience
• Experience with Symplicity products (preferred)
• Customer Service Experience
• Detail oriented; problem solving skills
• Excellent Communication Skills (verbal and written)
• Strong Work Ethic
• Outgoing, high energy, friendly personality
• Personal initiative, self-motivated
• Team player, cooperative, flexible
• Follow Ethical Business Standards
• Bilingual Spanish/English

Duties

• Help Desk Support: Provide answers to client questions via Symplicity Help Center (phone, ticket, chat). Write clear, concise, and accurate support notes. Escalate issues as appropriate. Keep the Manager of Client Support Services and/or Escalation Specialist advised of any critical issues and client concerns. Collaborate/consult with CRSs, support leads, developers, and Symplicity management as needed to resolve client issues and calls.


• Internal Training: Train new staff members on system functionality and act as a help resource for other support staff. Participate in ongoing internal training programs to maintain expected level of system knowledge to appropriately assist clients.


• Subject Matter Expert: Serve as a subject matter expert on the assigned.


• Data Import: Perform imports of client data and set up auto-import scripts for developers.


• System Testing: Assist with the Quality Assurance process as needed.


• Policies: Follow all established Symplicity and PSS procedures and policies.


• Other: Projects and tasks as assigned by supervisor.

Symplicity is the market leader in employability solutions. We help companies find talent, we help Higher Ed bridge the skills gap and we help recent college graduates launch their careers. Used by over 30 million students worldwide, our comprehensive suite of products touches the full life cycle of a student. From admission to alumni engagement, Symplicity’s products cover career services, advising, student conduct, campus life as well as housing & residence life. Symplicity is proud to be an equal and diverse Employer. EEO/AAP/M/F/Disabled/Veteran.