Here at Wilson Language Training, we believe that the ability to read opens up a world of possibilities. Reading is a door to personal, spiritual, and intellectual growth as well as a necessity for a secure future in an evolving global economy. We also believe that literacy is a cornerstone of freedom and democracy.

Our mission is to provide quality professional learning and ongoing support so that educators have the skills and tools they need to help their students become fluent, independent readers, who are ready to explore the endless possibilities the world of reading has to offer.

Our company is growing and actively looking to hire a Technical Support Specialists provide immediate, high-quality support to users of Wilson�s online resources and digital products via phone, email, and online chat.

The ideal candidate will have experience providing technical support to non-technical users and will possess strong troubleshooting abilities, excellent communication, active listening skills, and a high EQ.

Essential Job Functions:

• Provide support for users of Wilson�s online courses and SaaS products by phone, email, and online chat.
• Troubleshoot technical issues and escalate bugs to appropriate internal stakeholders.
• Contribute to the development of technical support resources, including documentation of processes, procedures, and best practices.
• Maintain database of solutions articles; contribute ideas for new articles to improve customer satisfaction and reduce effort.
• Utilize available tools and resources to provide troubleshooting solutions to users.
• Work closely with the Technical Onboarding and other teams across the Customer Experience department to quickly resolve support requests.
• Participate in ad hoc projects.
• Work with the Manager and Director to meet department and company goals.
• Understand and display WLT�s values.
• Other duties as assigned.

Minimum Requirements:

Skills:

• Excellent troubleshooting, presentation, and documentation skills.
• Excellent communications skills, both verbal and written.
• Ability to quickly learn new software applications.
• Ability to make decisions that demonstrate sound judgment.
• Ability to prioritize tasks when needed.
• Proficiency with Microsoft Office Suite and most major web browsers.
• Sitting at a computer station continuously for long periods of time.

Education or Certification:

• High School Diploma or GED
• Associate�s degree in computer science or a related field or equivalent work experience preferred