Position Title: Software Support Specialist (Overnight)
Location: Iowa City, IA
Reports to: Software Support Supervisor
Status: Full-Time, Non-Exempt, Hourly
Shift: Overnight, Times to Be Determined

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nations most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Overnight Support Specialist is primarily responsible for maintaining a channel of communication by addressing requests submitted by CourseLeaf clients. This position is designed to support our international clients and requires work to take place during nights and/or weekends. The Overnight Support Specialist will efficiently manage client communication, assign and follow through with client requests and efficiently troubleshoot software and hardware issues.

What Youll Do

Maintain outstanding customer service by identifying, troubleshooting, and prioritizing issues to determine next steps and if client requests should be queued or immediately addressed/escalated. Identify and correct rudimentary configuration problems and development issues resulting from a quickly evolving standard. This includes easily identifiable software issues and code irregularities. Answer phone calls, collect and interpret requests into individual Support tasks through our internal ticketing system; creating and updating tasks. Respond (alongside the Support Team) to CourseLeaf Support email inquiries in a timely, organized and informed fashion. Support the rolling-out of new catalog editions for existing clients, and publish updates as requested. This includes generating PDFs of client catalogs. Provide after-hours assistance with system and network administration duties, including but not limited to: resetting equipment, basic hardware configuration, troubleshooting and resolving problems, and reporting on system status.