Technical Support Engineer

About the Opportunity

Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools.

This is an in-office position in Parma, Ohio.

As a Technical Support Engineer, you will support the following areas:

• Provide customers with remote guidance and expertise to resolve technical problems.
• Act as second tier end user contact and resolution.
• Resolve customer reported issues using Pansophic provided access, tools, and technology.
• Accurately documents user information, triage steps and resolutions or escalation notes.
• Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests.
• Follows knowledge base articles as a standard for resolving end user reported issues.
• Works to identify missing or erroneous documentation for processes or knowledge.
• Works with internal and external teams to ensure solutions provided are accurate.
• Assist customers with account setup and application installations.
• Provides escalations as necessary.
• Create and maintain required documentation.
• Ability to multitask on several initiatives simultaneously to meet business needs.
• Ensure concise and clear written and verbal communication.
• Adhere to establish standards.
• Deliver outstanding human centric customer service through all support and operational efforts.
• Perform other duties as assigned.

About You

• Must have strong knowledge of service desk operations, standard processes, and technologies.
• Experience with Microsoft Active Directory or Google Workspace basic administration.
• In-depth knowledge of Windows Desktop OS and Chrome OS.
• Must be a team player and be flexible for occasional shift changes or modifications.
• Ability to quickly assess and troubleshoot customer issues.
• Ability to work remotely in a fast paced, high stress environment.
• Bachelor's degree or equivalent experience.
• Highly organized, able to multi-task, with a high attention to detail and ability to prioritize.
• Patient and active listener.
• Ability to pass federal and state criminal background checks (FBI/BCI).
• Confident, high-energy, self-motivated and a true team player.
• Accountability and personal organization are essential.
• Experience in customer facing roles is required.
• Effective communication skills using phone, video calls, chat, and ticket updates.
• Strong customer focus with empathetic approach
• Good interpersonal skills handling customer escalations.

Compensation and Benefits: The compensation and benefits information below is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The starting hourly rate for this position is between $25.00 – $28.00 per hour.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. 

We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, 10 paid holidays annually.

Paid Time Off: Paid Time Off to cover sick, vacation, and personal absences.

We offer 4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels. Our goal is to provide you with maximum choice in finding a plan that meets you and your family’s needs. Employees can choose from co-pay or High Deductible Health Plans.

EQUAL EMPLOYMENT OPPORTUNITY

It is our policy to abide by all federal, state and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.

#LI-AB1