Job Description:

We Impact Lives Through Purpose-Driven Work in A People First Culture 

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning. 

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. 

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. 

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs. 

WHAT YOU'LL DO  

The Tier 2 Customer Support Specialist will serve in a consultative customer-facing support role, having responsibility to act as escalated technical application/customer support. The Tier 2 Customer Support Specialist contributes to answering technical calls from external customers, opening tickets for all issues and customer interactions, and responding to emails and customer chats in a timely fashion. This position also provides strategic cross-functional support and works with the Incident Management team to identify and remediate both internal and external website issues. 

The Tier 2 Customer Support Specialist will define requirements to facilitate providing application problem management & support. The Tier 2 Customer Support Specialist will assist with availability of critical company systems by participating with Incident Management activities, analyzing reported incidents, coordinating SME-level support for issue resolution, and recommending system controls and protocols. In addition to providing escalated support to our customers, you will provide internal support, consultations, and data analysis to other teams including Engineering, Product, Sales, Content, and Platform teams.  

WHERE YOU’LL WORK  

This position will work hybrid from our Burlington, MA office.  Remote candidates will be considered.

HOW YOU’LL SPEND YOUR TIME 

• Document all customer interactions. 

• Resolve 50-60% of escalation calls customer issues that are existing or known but require advanced product knowledge and support via standardize contact center applications and channels 

• Using your critical thinking, ability to think outside the box, and advanced product knowledge to uncover and address undocumented issues.  

• Create procedural documentation for new or existing products that have not been documented.  

• Provide escalated Tier 2 application (LMS) support for reported outages, latency, or performance issues. 

• Reporting bugs to Engineering, Product and other departments as needed. 

• Analyze and report findings, including customer experience trends and product dispositions. 

• Perform projects and other activities as assigned to deliver consistent exceptional external and internal service. 

• Escalation point person for Institutions who require more in-depth personalized support. 

• Perform issue validation, document steps to replicate, and coordinate the correct resources to affect a timely resolution providing post-mortem follow-up and resolution documentation as needed. 

• Critical thinking, ability to problem solve on your own, and recognize issues that may not be documented yet. 

• Provide technical assistance and represent business unit during incident management for Tier 1 system outages or issues with major impact to the business (SOR, SEV1, and maintenance). 

• On-Call rotation required. 

• Take on new responsibilities when new enhancements or products are introduced as needed. 

• Ability to work during major overnight software deployments to perform validation testing/quality assurance with your advanced product knowledge and rich technical expertise. 

WHAT YOU'LL NEED 

• Associate's degree in business management, computer related field preferred, or equivalent work experience required 

• Previous experience with hands on business analysis, software documentation and software development/ requirements process in the technical industry 

• Previous experience with process management and process change implementation 

• Minimum 2 years customer service experience 

• Customer Advocacy, Empathy 

• Ability to multi-task 

• Self-Starter 

• Excellent time management skills 

• Strong analytical skills and attention to detail 

• Excellent verbal and written communication skills with all levels of users and with management. 

• Expertise in Microsoft Office Suite, D365, Jira, Service Now, Five9, LMS systems are preferred 

• Industry knowledge of nursing and allied health is a plus 

BENEFITS 

• Flexible and generous paid time off  

• Competitive medical, dental, vision and life insurance  

• 401(k) employer matching program 

• Parental leave 

• Wellness resources 

• Charitable matching program 

• Hybrid work  

• On-site workout facilities (Leawood, Gilbert, Burlington) 

• Community outreach groups 

• Tuition reimbursement 

Fostering A Sense of Belonging 

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.  

About Ascend Learning 

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity. 

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire. 

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