Specialist Support Consultant

Role Summary

Support Consultants provide advanced technical product support and consulting to customers as part of our Support Team. Specialist Support Consultants are well-versed in the full range of processes of independent schools, and will apply their advanced knowledge of the Digistorm software to resolve escalated technical issues and guide customers on best-practice strategies and solutions to optimize and improve their utilization of the Digistorm products. This position requires advanced analytical, problem-solving, and consulting skills, commitment to quality customer service, and excellent communication and in-person training skills.

Job Responsibilities

• Interact directly with customers via ticketing, chat, or phone, delivering great customer service by demonstrating technical and subject matter expertise
• Troubleshoot problems to provide resolutions to advanced technical issues
• Analyze product configurations and business needs to guide customers on best-practice solutions and strategies
• Resolve technical issues and discrete consultative or training engagements within company SLA guidelines and service standards.
• Contribute to internal and external knowledge bases and in-app guidance, creating and updating best-practice and workflow-focused documentation.  
• Communicate and collaborate with internal teams, escalating technical issues to engineering teams when they cannot be resolved by a consultant.
• Assist with Tier 1 technical support as necessary
• Assist Knowledge Management with leading Instructor Led Training (ILT) live training sessions
• Work with customer success managers to recommend longer engagements and success strategies for customers
• Pass potential leads for incremental software needs for schools to the customer success and sales organization

• Bachelor’s Degree or equivalent customer service or technical support experience
• 3+ years experience working in customer support in the software industry with SaaS experience preferred
• Advanced-level technical and school-use knowledge of the Digistorm products.
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction.
• Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc.
• Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical abilities
• Demonstrated ability to operate independently with minimal guidance while performing your duties
• Experience documenting generalized technical solutions for customer consumption via a knowledge base
• Experience working within a collaborative team environment and contributing to positive company culture
• Industry knowledge of the independent school sector and other education SaaS products a plus
• Internal Candidates Only