Senior Technical Support Specialist

Position Summary:

• Provides product and technical support to Follett's customers.
• Serves as primary liaison between company and customer.
• Role is integral to exceeding our customer's expectations.

Position Scope:

• Resolves complex customer questions and issues via escalated tickets.
• Documents resolution processes for escalated issues.
• Creates and updates Knowledge Base articles.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 3-5 years’ experience in a technical support role.
• Experience in customer service or client-facing roles.

Work Environment:

• This role is remote and only open to candidates currently located in the United States.
• It requires a suitable space that provides a private and quiet workplace.
• Work hours and schedules may be adjusted as needed.