Position: Client Success Technician
Company: IntelliBoard
Category: Support
Experience required: 2y
English level: upper

We are looking for incredible team players to join our Client Success department. This team makes sure we provide a great experience to our customers, assisting them with technical support and building customer. We believe that a customer experience that is more human delivers better results.

**CLIENT SUCCESS TECHNICAL MISSION STATEMENT:**
We are looking for incredible team players to join our Client Success department. This team makes sure we provide a great experience to our customers assisting them with technical support and building customer. We believe that a customer experience that is more human delivers better results and this role brings that to life. The goal of the Client Success Technician is to be a direct and indirect support for clients and prospects through the life cycle of the product. The Client Success Technician will provide fast, reliable, and kind “on call” support. The Technician will also provide direct and indirect support with the Platform’s features, including initial set up and troubleshooting. The Technician will possess extensive knowledge of one or more of the following: Blackboard Learn, Canvas, Brightspace / D2L, and Moodle-based LMSs, noting that skill in all of the LMS environments would be expected within the first 3-4 months within the position. Recognition of database structure and basic SQL knowledge is preferred.



**YOUR ROLE:**
• Will provide support and product knowledge for prospects, clients, and teammates.
• Use our internal knowledge base to resolve client inquires.
• Will share live chat duties with other support personnel (distributed).
• Responsible for responding to incoming support tickets in a timely manner. Forward incoming support tickets to the proper department for resolution.
• Will share ticket service duties with other support personnel (distributed).
• Will contribute in other support areas upon request (support pages, emailing, troubleshooting, training, etc.).

**YOUR IMPACT:**
• You have the ability to move quickly among many different software platforms and sources of input.
• You are committed to a high standard of integrity, and being a team-player is important to you.
• You're an excellent listener, assertive, persistent, and persuasive - show us your grit!
• You are genuinely curious about people, ethnicities, education, learning.
• You are adaptable and can think on your feet. When faced with new challenges, or tough conversations, failure simply isn't an option.
• Positive attitude.
• Coachable, accountable and motivated!

**WHAT YOU ALREADY BRING TO THE TABLE:**
• You have a minimum of 1-2 years teaching, designing in, or administrating, etc. one of 4 LMS environments: Blackboard Learn, Canvas, Brightspace/ D2L, and Moodle-based LMSs (other LMS environments may be considered).
• You have demonstrated comfort with technical problem solving, with awareness to database structures and table relations.
• You have a BA, BS, etc.
• You are detail oriented.
• You have excellent people-skills; an ability to listen to prospects and clients to customize responses according to
client needs.
• You possess excellent communication skills – written and verbal.
• You are positive and professional in all communication
• You are adept at technologies including, but not limited to, online learning, remote working (Zoom, CRM, Office,
Zendesk, online scheduler, etc).
• You are fluent in English (B1 require, B2 preferred).
• You are a self-starter, independent worker and possess the ability to manage with limited supervision.