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 Instructional Support Representative

Details
Country: USA
Location: Tucson AZ
Total applied: 40
Location:US-AZ-Tucson

Base Pay:N/A
Employee Type:Full-Time Employee

Industry:Education - Teaching - Administration

Manages Others:no
Instructional Support Representative

Title:Instructional Support Representative
Department: Support/Services
Reports to: Director Support Engineering
Location: Tucson, Arizona

Broad Scope and Function
The Instructional Support Representative is responsible for direct technical, instructional and product based support of Scientific Learning customers. This may include phone based, email and web support.

They also will provide content such as Knowledge Base and FAQs for the customer support web site.
They will provide first level product defect verification and troubleshooting and may assist development with beta site processes.

Duties and Responsibilities
Provide phone based, email and web support to customers:
•Provide direct support to customers with technical or product problems on Fast ForWord® products
•Troubleshooting of installation or operational issues with the product and related operating systems used in coordination with Fast ForWord® products
•Assist in beta tests of new product releases
•New product and patch testing
•Provide instructional and product usage support for Fast ForWord® products
•Assist in developing training content for new or revised products
•Assist in product defect replication and verification
•Assist in basic customer service tasks such as CD replacement or license verification
•Customer Connect Web Site
oDevelop and edit knowledge base articles
oMonitor overall operation of the web site
REQUIREMENTS
Skills and Experience Requirements:
-Previous telephone software product support or field engineer experience (minimum 1 year)-working in school setting a plus.
-Excellent verbal and written communication skills interfacing with customers, sales force and co-workers.
-Ability to deal with customer problems in adverse situations.
-Macintosh OS proficiency highly desirable
-Windows XP and Windows 2000 proficiency highly desirable
-Understanding of hardware configuration and setup highly desirable.
-Experience working in a school environment (technical or instructional) a plus
-Ability to prioritize tasks, both customer-related and company-focused

Please email your cover letter and resume to [Click here for email].

Please NO phone calls!



SCIENTIFIC LEARNING is an equal opportunity employer

- Apply for Instructional Support Representative


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