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CE Tech Support Spec

Date: Sep 20, 2021

Location: Orlando, FL, US, 32819

Company: Houghton Mifflin Harcourt

Job Requisition ID: 16992

Additional Locations: None

CE TECHNICAL SUPPORT SPECIALIST

PRIMARY RESPONSIBILITIES

Technical Support Specialist is the entry-level technical position in the HMH Technical Support Organization. This individual has some industry experience, independently resolves technical problems but may require guidance and direction from other experienced support personnel and/or Managers.

 

The Technical Support Specialist has two primary responsibilities; First and foremost is to ensure that customers receive professional and helpful responses to their support requests. Second, is to continually participate in building the capability and capacity of HMH Technical Support.

 

Acquires and maintains knowledge of relevant product offerings, current support policies and procedures, and methods of support delivery, in order to provide technically accurate solutions. Responds to inquiries from corporate customers, resellers, partners, consultants, development and/or maintenance teams via telephone and electronic services. Ensure that all communications will be handled promptly, professionally and courteously. Gathers and records detailed information from customers to assist in problem identification and resolution. Escalates complex customer issues to Tier 3 for timely resolution.

Example of Duties:

  • Develops technical knowledge of HMH products and their uses
  • Primary task is to provide  support to customers who contact HMH Technical Support and maintain high level of customer satisfaction while meeting guidelines
  • Resolves service requests by effectively communicating status, solutions, and/or workarounds to customers
  • Recognizes and escalates product related issues (informs Technical Services leadership as appropriate)
  • Assists the customer in installation and use of HMH products
  • Research issues and identify solutions and known product defects using existing tools and knowledgebase
  • Documents all actions taken on issue for future reference per established guidelines
  • Participates in the problem management and escalation processes
  • Leads customers to available electronic resources and instructs in how to use them.
  • Works towards enhancement of product, technical & process knowledge through formal training as a means of job enrichment
  • Create Knowledge articles and Notes that are well structured and easy for a technical reader or customer to understand.
  • Achieves knowledge transfer with team-mates through: Attending formal Transfer of Information sessions/Brown Bags, Review of Knowledge Articles and Notes.
  • Isolates probable causes, documents and monitors product bugs
  • Uses basic remote support techniques and tools to provide product support

SUCCESS FACTORS

See “Personal Attributes” listed below

LEADERSHIP/ SUPERVISION

  • Works under close supervision and normally receives detailed instructions on all work.
  • Assignments are task oriented with detailed instruction given. 
  • Follows specific, outlined, and detailed procedures. 

EDUCATION

Bachelors degree, applicable certification or equivalent experience

RELATED EXPERIENCE DESIRED

0-2 years --

Desired/Required Attributes:

 

  • Strong customer service focus - able to demonstrate ability work as part of a team in a busy, high volume support environment.  
  • Any experience of troubleshooting software, hardware and network problems. 
  • Able to interact effectively and confidently at all levels with strong customer communications skills, written, oral and face-to-face. 
  • Keen to learn and keep pace with the latest technologies.
  • Previous experience/knowledge of HMH products is highly desirable.
  • Capable of working with multiple operating systems on multiple hardware platforms
  • Familiar with Networking environments
  • Certifications that sufficiently demonstrates ability to analyze, meet deadlines and problem solve in a product support environment
  • Database knowledge & Email system knowledge

 

Personal Attributes:

 

  • Problem Solving/Analytical Skills
  • Effective Communication (typing skills, verbal and written)
  • Customer Focus
  • Teamwork
  • Enthusiasm
  • Flexibility
  • Results Focused
  • Focus on Relationships
  • Organizational Skills
  • Expertise (maintaining professional in own discipline)

 

Knowledge Attributes Desired/Required:

Windows Server OS (2000 and later)

Windows Client OS (XP, 200 Workstation)

Some Unix/Linux Knowledge

Networking

TCP/IP

Nic Configuration

Basic NetWare Administration

Hardware (SCSI, Storage Devices)

Basic Database knowledge

MS SQL                                                                                                                                                                                               

Basic Email system administration knowledge

Exchange

Basic Directory Services Knowledge

NDS

Active Directory

 

 

 

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.


Nearest Major Market: Orlando

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