Offer summary

Qualifications:

Bachelor's degree in Computer Science or related field., Strong technical support experience, particularly in IT and customer service., Familiarity with Education Solutions products and infrastructure., Excellent communication and project management skills..

Key responsabilities:

Provide technical support and request management for escalated cases from end users.

Ensure high-quality customer service and support in line with Service-Level Agreements.

Act as a project manager for technical support cases, coordinating escalations as needed.

Create and manage product documentation and train other team members.

Job description

Family Zone, Inc. has an opening for a Senior Deployment Engineer in Orlando, FL.

DUTIES:

Work within our Support and Delivery Team, providing technical support and high quality request management for escalated cases from end users of our products. Ensure that “every contact counts” for our customers, such as parents, students, schools stakeholders and business partners by providing consistently excellent IT support and request management. Provide an exceptional customer service experience helps ensure our customers will continue to purchase our products in the future. Assist customers with technical requests via phone, chat, and ticket systems to ensure support issues are resolved in accordance with Service-Level Agreements. Act as a project manager, taking full ownership of technical support cases from inception to solution coordinating escalations as necessary. Recreate customer scenarios in a lab environment. Be a technical subject matter expert on the Education Solutions product suite and the underlying infrastructure of the ecosystem. Perform primarily remote product installations, initial configurations, and product training. Create and manage internal and external product and training documentation. Train and mentor other team members.

Required profile