Service and Technical Support Representative

Lancaster, Pennsylvania, United States | Full-time | Fully remote

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Veritas Press is a Christian organization dedicated to providing the best classical Christian education materials and services anywhere. We are in search of an Service and Technical Support Representative to join our team to assist with the growing number of Families educating from home.

General Description

In a winsome and diplomatic way, assist families, teachers, and staff with their Service and tier 1 and 2 technical support issues in all communication channels.

Responsibilities:

Knowledge

  1. Acquire and maintain knowledge of the company history, vision, mission, and values.
  2. Acquire and maintain product knowledge of all Veritas Press product offerings.
  3. Acquire and maintain knowledge of all Veritas Scholars Academy offerings and policies.

Interacting with Veritas Families

  1. Engage families by answering product and service questions.
  2. Resolve product or service problems by:
    1. Clarifying the family’s complaint
    2. Determining the cause of the problem
    3. Selecting and explaining the best solution to solve the problem
    4. Expediting correction or adjustment
    5. Following up to ensure resolution.
  3. Record all interactions with families in Veritas Press Customer Relationship Manager.
  4. Seek to achieve first call resolution with families when possible.

Technology Support

  1. Ensure all routine technological issues are resolved within outlined SLA.
  2.  Communicate any non-routine issues to the requestor within 8 business hours and provide an estimated schedule of completion.
  3. Close all technical issues on time as outlined.
  4. Seek assistance on any issues that cannot be resolved from the IT Team.
  5. Document technical issues to be reported for correction by the IT team.
  6. Ensure documented technical issues are corrected within the communicated timeline.

Sales

  1. Improve sales of Veritas Press products and services through relationships with families.
  2. Record orders in Veritas Press order processing software.
  3. Use appropriate knowledge to place students in the correct Veritas Press product or service.
  4. When appropriate, suggest additional products and services. 

Administrative

  1. When assigned complete administrative and data entry work.

Skills and Qualifications:

  1.  Being conversant with and supportive of the Reformed Faith and Classical Education from a Christian worldview is preferred.
  2. Experience in Customer Service related to technology is preferred.
  3. Able to communicate effectively via phone and email.
  4. Expert in MS Office suite products, G Suite for business products
  5. Experience with Help Desk level technical support
  6. Excellent troubleshooting ability
  7. Experience with Technical Troubleshooting screen sharing software
  8. Work diligently day to day under direct supervision.
  9. Willing to learn constantly about the company’s products and services.
  10. Detail Oriented

Physical Demands:

  1.  Standing, walking and sitting for long periods of time
  2. Extensive typing on QWERTY style keyboard
  3. Extensive viewing of lighted computer monitor
  4. Speaking and Hearing
  5. Reaching and bending
  6. Lifting up to 50 lbs
  7. Using hands to perform tasks
  8. Working in standard office conditions with and near electronics

 Education:

  1.  High school diploma required (may be waived for talented classically educated students still completing high school).
  2. Bachelor’s degree is preferred.

Compensations and Benefits:

Competitive salary based on experience; incentive compensation based on performance

Benefit Package includes:

  • Paid time off
  • Paid holidays
  • Health, dental and vision insurance
  • 401k matching

 Instructions:

  • Be sure to answer all questions marked with an * on the application; they are required.
  • If you're not sure of any of the other answers, leave them blank.
  • Please upload a resume; we prefer PDF format.
  • In the Cover Letter section, please write us a brief note to tell us why you're applying. It can be as formal as you want it to be, we just want to get to know you.
  • After you submit your application, you cannot edit it.
  • If you close the application without clicking the SUBMIT button, your details will not be saved and you will have to start over.