Remote | Full Time | Customer Support

Harmonize Customer Support Specialist

This unique position focuses on supporting higher education institutions using the Harmonize Suite in their online learning environments.   We believe this role to be crucial to the success of our product as you’ll be the face of the company - helping instructors deliver quality education using our tools.

We are looking for a Customer Support Specialist to assist our clients with technical problems when using our Product.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Success in this role will require excellent communication skills, and the ability to gain and maintain customer trust.  

The Harmonize Customer Support Specialist will become a valuable member of the product development team as they learn to identify common customer pain points and collect customer feedback.

Ultimately, you will help continue our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Below are the preliminary duties we currently see for this role, with expectations that the candidate selected will help shape the processes and responsibilities based on what is best for customer success.

Duties 

• Tier one support:  Field customer support issues where training needed is the resolution to be able to offer 1-1 guidance, via email, chat, and website
• Work closely with Tier two support, Q&A and Development team
• Communicate efficiently and effectively by translating technical solutions to the client in non-technical terms
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with the Product Team
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Experience with Learning Management Systems (LMS) or other educational applications that plug into an LMS
• Experience using help desk software (JIRA & Salesforce) and remote support tools (Zoom) & Slack
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

We invite you to explore the benefits of working at 42 Lines.

Distributed Team - We work together from our homes and coworking spaces; we live in thirteen different states, in four different time zones.

Relaxed Environment - We honor the work/life balance, we work reasonable hours, and we don't set arbitrary deadlines.

Highly Experienced - Members of our team have extensive experience in their fields; many have come to us from major players in the tech world. 

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Please email your cover letter and resume to tricia@42lines.net