CAS Tech Support Spec

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K-12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Job Title: Technical Support Specialist

Location: Remote (must be available to work a flexible schedule - start times between 8 am or 9 am Pacific and ending between 5 pm or 6 pm Pacific - hours may vary each week)

Day in the Life

Technical Support Specialists provide support to global customers utilizing education technology products. Reasons for contact vary from answering basic functionality questions, onboarding new partners and customers, and error resolution to handling highly complex set-up and configuration issues. This individual independently utilizes an online knowledge base to resolve technical concerns. Guidance and direction from experienced support personnel may be required to complete a small percentage of tasks. In addition, Technical Support Specialists promote cross-functional partnership across the organization to ensure partner success.

Job Responsibilities

• Interact with customers through email, phone, chat and other contact channels
• Troubleshoot, replicate and resolve incidents around software products, services, and reports
• Solve user account challenges for all online products
• Proactively identify potential challenges with platforms and products and recommend solutions that will resolve them
• Document conversations with partners by recording clear, concise, accurate and detailed case notes for every interaction within the CRM

What You Need to be Successful:

• H.S. diploma or equivalent
• Strong Written and Verbal Communication skills
• 2 years in a support desk position and or experience supporting educators
• High level of technical aptitude
• Ability to communicate effectively about technical solutions to unexpected system performance, error resolution, rostering and access with both non-technical and highly technical customers and colleagues. You will translate technical information into everyday language for those with less technical expertise
• Ability to quickly learn Internet-based applications
• High level of comfort navigating internal support tools and conducting detailed searches for specific information
• Strong analytical and problem-solving skills
• Ability to multi-task
• Attention to detail

Nice to Have

• Familiarity with software in the EdTech industry, including Learning Management Systems and Student Information Systems
• Familiarity with computer hardware, common web browsers and networking methods
• Familiarity with a range of operating systems including current and recent versions of Windows, Mac OS, Android, ChromeOS, and iOS
• Experience rostering/onboarding users into digital platforms and products
• Strong technical writing skills

Additional Requirements:

• Must be able to collaborate with customers and colleagues via online meetings including video
• Will be in a stationary position for a considerable time (sitting and/or standing)
• Our team members are responsible for establishing their own reliable, high speed internet connection (this connection should be wired rather than Wi-Fi)

Salary Range:

$40,000-$45,000 (paid hourly)

Application Deadline:

The application window for this position is anticipated to close on March 6, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.