HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K-12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Job Title: Technical Support Specialist

Location: Home-based (Remote)

Our mission is simple but vast: partnering to help all kids learn. We help kids get what they need in the classroom so they can pursue their passions, shape their future, and realize their potential. Connecting to this mission is important - you will have the opportunity to make a difference every day for students and educators!

Day in the Life

Technical Support Specialists provide support to global customers utilizing education technology (EdTech) products. Reasons for contact vary from answering basic functionality questions, onboarding new partners and customers, and error resolution to complex set-up, configuration and product integration issues. Individuals in this role are an escalation point for highly complex contacts unable to be resolved at lower support levels but may also take contacts that are at a lower level as workload levels require.

This individual independently utilizes an online knowledge base to resolve technical concerns. Guidance and direction from other support personnel is rarely required to complete tasks. In addition, Sr. Technical Support Specialists promote cross-functional partnership across the organization to ensure partner success and may participate in projects such as product readiness activities.

Responsibilities:

• Interact with customers through email, phone, chat and other contact channels
• Troubleshoot, replicate and resolve incidents around software products, services, and reports
• Solve user account challenges for all online products
• Confirm need for Tier 3 engineering resource need for product defects and work with Tier 3 for resolution on a limited set of products
• Proactively identify potential challenges with platforms and products and recommend solutions that will resolve them
• Document conversations with partners by recording clear, concise, accurate and detailed case notes for every interaction within the CRM
• Participate in product readiness processes and User Acceptance/Experience Testing

What You'll Need to be Successful:

• Strong Customer Service skills
• Strong Written and Verbal Communication skills
• H.S. diploma or equivalent
• 2 years in a support desk or equivalent position
• High level of technical aptitude
• Ability to communicate effectively about technical solutions to unexpected system performance, error resolution, rostering and access with both non-technical and highly technical customers and colleagues. You will translate technical information into everyday language for those with less technical expertise
• Ability to quickly learn Internet-based applications
• High level of comfort navigating internal support tools and conducting detailed searches for specific information
• Familiarity with computer hardware, common web browsers and networking methods
• Familiarity with a range of operating systems including current and recent versions of Windows, Mac OS, Android, ChromeOS, and iOS
• Experience rostering/onboarding users into digital platforms and products
• Strong analytical and problem-solving skills
• Ability to multi-task
• Attention to detail

Nice to Have

• Familiarity with software in the EdTech industry, including Learning Management Systems and Student Information Systems is highly desirable
• Strong technical writing skills

How We Work

• Customer focus
• Manage ambiguity
• Instills Trust
• Values Differences
• Nimble Learning
• Cultivates Innovation
• Connects With Courage
• Action Oriented

Additional Requirements

• Must be able to collaborate with customers and colleagues via online meetings including video
• Will be in a stationary position for a considerable time (sitting and/or standing)
• Our team members are responsible for establishing their own reliable, high speed internet connection (this connection should be wired rather than Wi-Fi)

Benefits and Salary Range:

Salary Range - $40, 000 to $45, 000. Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate's skills, experience, education, and location

Application Deadline:

The application window for this position is anticipated to close on February 11th, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.

Job Segment: Curriculum, Education