Description

Technical Support I
Remote - Colombia

About the Role
This role focuses on the Blackboard LMS which provides students with a simple and intuitive learning experience that they can access anytime and anywhere. It’s a solution that’s continuously evolving to meet users’ needs and we’re looking for someone who can play an integral role in the success of the Customer Support team within this specific product line.

Our Customer Support team has a proven track record of delivering high-quality technical support in a 24x7 environment to our customer base.

Responsibilities
- Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions
- Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration,



performance tuning, installation, migration, and upgrades to Blackboard products
- Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments
- Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level
- Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis
- Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Supp

📌 Product Support Engineer I (Colombia)
🏢 Blackboard
📍 Colombia