• Brindar soporte funcional y técnico a usuarios finales, garantizando el cumplimiento de los tiempos de atención definidos por los SLAs y KPIs establecidos • Analizar, documentar y gestionar incidentes y requerimientos mediante consultas SQL, validación de información y seguimiento continuo a los casos reportados • Coordinar y mantener una comunicación efectiva con clientes y equipos internos, asegurando una atención de calidad, adaptación al cambio y trabajo en equipo en entornos dinámicos y bajo esquema de turnos

Role Description The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primarily supports our Facilities product within our technology suite. Responsibilities - Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality, and general usage. - Documents resolution processes for escalated issues and serves as a resource for other support areas. - Identifies and pursues opportunities for mentoring and knowledge sharing. - Creates and updates Knowledge Base articles. - Partners with Training Services and Tier 3 by providing assistance in training as requested. - Partners with Development to research and perform root cause analysis on potential product bugs/defects. - Creates and delivers product-specific presentations to customers as needed. - May travel to customer sites to provide training and support during Go Live and other critical times during the school year. - Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals. - Other duties as assigned. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. - 3-5 years’ experience in a technical support role, preferably in a SaaS or software environment. - Experience in customer service or client-facing roles. - Proven ability to analyze and resolve technical issues quickly and efficiently. - Strong diagnostic skills with a methodical approach to troubleshooting. - Strong attention to detail and organizational skills. - Ability to work under pressure and manage multiple priorities. - Willingness to learn new technologies and software. - Experience working in a collaborative environment, partnering with development and product teams. - Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers. - Proficient PC and technical/software skills. Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. Work Environment - This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. - It requires a suitable space that provides a private and quiet workplace. - Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Physical Requirements - Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. - Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. - Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. - Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. - Travel requirements: Minimal (less than 10%). EEO Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. Email: recruiting@follettsoftware.com CCPA Notice for California Residents: Notice to California Applicants

• Provide email and live technical support to our enterprise customers. • Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests. • Collaborate closely with software developers, sales engineers, and technical account managers. • Work to streamline and improve various Support and Engineering processes and tools. • Ensure customers have a positive support experience during every interaction.

**Key Responsibilities** - Investigate and resolve complex application support issues escalated from Level 1 support teams. - Perform configuration changes, data fixes, and technical workarounds within agreed service levels (SLAs). - Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams to resolve defects and enhancement requests. - Maintain accurate case records and provide regular customer updates throughout the support lifecycle. - Participate in incident, problem, and change management activities in line with ITIL processes. - Create and maintain knowledge base articles, troubleshooting guides, and support documentation. - Act as a technical subject matter expert during customer escalations and meetings where required. - Mentor and support Level 1 analysts to help build team capability and improve first-line resolution rates. - Assist the LiveOps team by writing and maintaining operational scripts and automation tasks where appropriate. - Troubleshoot issues relating to finance modules and associated integrations or workflows.