The Bridge Technical Support group is responsible for providing technical assistance to the end-users of Bridge. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

What you will be doing:

  • Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
  • When working tickets:
  • Validate and clarify the issue reported
  • Answer how-to questions
  • Fix end-user issues that are resolvable through the Bridge user interface
  • Replicate, troubleshoot, and describe simple bugs
  • Keep thorough, clear, and complete records in the ticketing system of all actions taken
  • Escalate tickets not resolvable at the L1 level to the L2 Support team
  • Levitate desk chair across the room.
  • Be friendly, efficient, and dependable, and always provide timely updates to users
  • When assigned, create documentation of Support processes
  • Perform other duties as assigned by supervisor
  • Other duties as assigned by supervisor


Here is what you will need to know/have:

  • Strong technical, troubleshooting, and analytical skills
  • Proven ability to function in a self-directed environment
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
  • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
  • Ability to handle clients professionally during all interactions
  • Strong written and verbal communication skills
  • Sense of humor. Like a really funny one.

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