Overview:

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 450 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, and student course search requirements.

The Weekend Software Support Specialist position offers regular opportunities to learn and solve problems. The Weekend Software Support Specialist works with college and university staff from across the globe to provide an excellent software experience to their staff, faculty, and students. The Support Department is made up of multiple teams, each of which handles the support needs of a set of CourseLeaf clients. Over time Support Specialists are able to build relationships with the clients they assist. There are opportunities for advancement after the first year in this position, both within the Support team and in other departments.

There are three tiers in the Software Support Specialist team. Tier 1 handles incoming communication and ensures that questions are answered promptly and any technical issues are routed to the appropriate Tier 2 specialist. Tier 2 handles configuration changes and technical issues. Tier 3 provides technical guidance to the team, updates documentation, and assists clients with complex technical issues (this position is only available through advancement from Tier 2).

Duties:

• Maintain an in-depth working knowledge of Leepfrog software and how it can be configured, customized and implemented to meet client requirements.


• Develop deep understanding of client needs for their catalog and curriculum requirements.


• Collect and interpret requests into individual Support tasks through our internal ticketing system; creating and updating tasks.


• Maintain (alongside the Support Team) the main CourseLeaf Support email account and all client communication in a timely, organized and informed fashion.


• Maintain effective customer service relationship with clients.


• Identify and prioritize issues to determine next steps and if client requests should be queued or immediately addressed/escalated.


• Coordinate documentation as requested; provide and/or arrange for client training.


• Coordinate troubleshooting and the resolution of technical problems.


• Report weekly to the Support Team with the overall status of a client’s level of satisfaction to allow internal prioritization of tasks.


• Identify and correct rudimentary configuration problems and development issues resulting from a quickly evolving standard. This includes easily identifiable software issues and code irregularities.


• Support the rolling-out of new catalog editions for existing clients, and publish updates as requested.


• Closing duties as determined.


• Perform other related duties as assigned.

Shifts/Pay:

• Part-time/Weekend shifts start at $20/hour.