Pss – Latin America @ Symplicity | Simplify Jobs

INACTIVE

Full-Time

Pss – Latin America

Posted on 11/30/2023

Symplicity

201-500 employees

Student engagement and employability software

Education

Junior, Mid, Senior

Remote

Required Skills

Communications

Customer Service

Requirements

Bachelor’s Degree
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

Responsibilities

Help Desk Support: Provide answers to client questions via Symplicity Help Center (phone, issue, messaging). 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 products.
Data Import: Perform imports of client data and set up auto import scripts for developers.
System Testing: Assist with the Quality Assurance process.
Documentation: Help create and edit internal and client documents, wiki articles, cheat sheets, release notes, etc.
Policies: Follow all established Symplicity and PSS procedures and policies.
Other: Projects and tasks as assigned by supervisor.

Desired Qualifications

Experience with Symplicity products
Help desk support experience
Bilingual Spanish/English

JOB TITLE: Product Support Specialist

DEPARTMENT: Client Support Services

REPORTS TO: Manager of Client Support

Job Purpose

Product Support Specialists (PSS) act as the initial point of contact for clients. They provide telephone and help desk 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. Their goal is to provide an exceptional customer service.

Qualifications

• Bachelor’s Degree

• 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

• Help Desk Support: Provide answers to client questions via Symplicity Help Center (phone, issue, messaging). 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 products.

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

• System Testing: Assist with the Quality Assurance process.

• Documentation: Help create and edit internal and client documents, wiki articles, cheat sheets, release notes, etc.

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

• Other: Projects and tasks as assigned by supervisor.

*This posting is not for candidates based in NY/CO/CA/WA

Symplicity

View Company Profile

Symplicity offers student engagement and employability software for higher education institutions, with a focus on streamlining campus operations and enhancing the student experience through data-driven solutions. The product aims to increase student engagement and provide personalized experiences, serving over 2,000 colleges and universities worldwide.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Arlington, Virginia

Founded

1996

Benefits

We offer full medical, dental, and vision insurance, and flexible spending. We also encourage employees to take advantage of our health and wellness breaks

We offer a 401k plan with an employer contribution match and commuter benefits

Work/Life Balance - With more than 50% of our staff working remotely, we work hard to accommodate different time zones and special work arrangements

We have awesome perks like group sports, health and wellness breaks, and 24/7 snacks, coffee, and tea for our in-office employees.

INACTIVE