Enterprise and Education Product Support Specialist

Customer Success Harrisonburg, Virginia


Description

Position at Rosetta Stone Inc

We Are Rosetta Stone! 
We all share a passion for building a world in which everyone can speak, read, and write with confidence. Our innovative, technology-based language and literacy solutions are used by thousands of schools, businesses, and government organizations—and millions of learners around the world.

We are currently seeking an Enterprise & Education (E&E) Product Support Specialist.

The Enterprise & Education (E&E) Product Support team assists institutional clients in multiple roles and phases of their interaction with Rosetta Stone enterprise products.  From troubleshooting end-user issues to advising on end of term report processing, the team contributes to overall account health and renewal opportunities by expertly and efficiently assisting clients.  E&E Product Support is principally responsible for attending to incoming technical support inquiries from clients and internal stakeholders, identifying Product Issues and relaying them to the development team, and maintaining the E&E segments of the Support Portal.

This position reports directly to the E&E Product Support Manager and requires disciplined time management in order to balance recurring duties and high-priority technical incidents.  

Responsibilities:

  • Analyze, diagnose and troubleshoot technical support requests from E&E learners, administrators and IT personnel through a variety of mediums including phone, email, chat and CRM tickets
  • Assist with case escalations from at-risk clients by providing attentive and efficient technical assistance in coordination with the E&E Sales and Client Services teams
  • Mentor the Tier 1 and Tier 2 Product Support vendor teams, providing them with guidance and information from internal Rosetta Stone systems
  • Contribute to the management and upkeep of internal and customer-facing Knowledge Base articles
  • Support Product Development by tracking bugs, enhancement requests and typical client technical architecture to improve the product
  • Help test software updates and new product releases, updating relevant email templates and Knowledge Base articles to reflect any UI or process changes
  • Provide timely resolution to customers experiencing common technical issues
  • Utilize internal CRM systems to provide up to date information to customers and track issue trends; all incidents should be documented within the CRM system
  • Ensure customers are satisfied with Rosetta Stone products and service
  • Other duties as assigned

Candidate Requirements:

  • Exceptional customer service and people skills
  • Excellent written and verbal communication skills
  • Disciplined time management skills
  • Intermediate knowledge of Windows 7/8/10, Mac OS X, Android and iOS mobile devices, Chromebooks, Internet technology and principles of networking
  • Working knowledge/experience with technical applications for government, corporation, and/or educational entities
  • Strong work ethic, dependability, and flexibility to work overtime if needed
  • Completion of college level work, industry certifications or equivalent work experience a plus
  • 1-3 years technical support or directly related experience
  • Intermediate knowledge of proxy related issues as they affect Rosetta Stone software and/or a willingness to learn
  • Experience with Rosetta Stone software and/or a willingness to learn
  • Bilingual is a plus, especially Spanish or German
***A resume and cover letter required 

At Rosetta Stone we speak, learn, and interact differently, we embrace and thrive on these differences! We deeply benefit from the diversity that each individual has to offer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas and experiences. Rosetta Stone is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, pregnancy, veteran status or any other status protected by federal, state or local laws.