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Data Integration Team Lead

Company: 21 Buttons
Location: Concord
Posted on: February 25, 2021

Job Description:

With a work environment that encourages and nurtures creativity, great ideas take flight and become products and services built from the bottom up. Working for Rosetta Stone or Lexia, divisions of Cambium Learning Group Inc., means that your opportunities are limitless.-- There's an amazing energy here. It's the feeling that we're doing something unique, unexpected, and beneficial, and it permeates everything we do.-- We are dedicated to helping people change their lives through the power of language and literacy education. Join our passionate, energetic, and international team and add your talents to Who We Are! Position Overview: We are seeking two experienced Data Integration Engineers to be the main points of contact responsible for managing the customer case queue for the Junior and Senior Data Integration Teams. Both the Junior and Senior Lead will be working directly with the Data Integration Customer Support Manager to resolve customer cases and efficiently escalate issues as necessary. The Data Integration Team Lead(s) will serve as the subject matter experts for all Junior/Senior Data Integration Engineers, and provide exemplary customer service as needed. Core Responsibilities:-- Responsible for primary support case queue management and workflows to assure the best possible customer experiences Assists manager and supervisor with training and coaching fellow support team members continually providing feedback Collaboration with internal and external teams on knowledge bases, templates, customer-facing documentation, training materials, and creating training sessions Attends product triages when needed and collaborates with other teams on open customer issues, informing and updating internal teams Provides exemplary technical customer support to customers via phone, chat, email, video conferencing, and other channels-- Provides technical support including product support, networking, hardware/software, and other technical trouble-shooting Manages customer experiences and case escalations Responsibilities as part of the Customer Success Team:-- Thinks strategically about customer needs and advocates on the behalf of customers to fix defects, new feature requests, improvements for the user experience, etc. Expert on all Lexia products, and latest hardware, software, and networking technologies Continually improves technical knowledge and service skills Continually improves company knowledge of products and services-- Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers Has direct impact in making our customers successful through increasing their product understanding Qualifications: Minimum 3+ years experience in technical customer support Demonstrated phone, email and chat skills successfully supporting customers, particularly with technical questions. Comfortable in a fast paced and changing environment Ability to quickly learn new features and particulars of software applications Excellent communication skills (written and verbal) Demonstrated ability to work collaboratively-- Ability to work with customers at all levels of technical expertise and provide support accordingly Must be self-directed and pro-active Familiarity with case tracking and customer relationship management software (preferably Salesforce) Education or EdTech experience preferred Ability to speak Spanish a plus We Are Customer Success We put the customer at the center of all we do. We are the troubleshooters, the problem solvers, the virtual tour guides, the motivators, the techies, and the literacy and language experts who partner with you to achieve your goals and ensure optimal student outcomes. Our passion is to make the customer experience the very best it can be. Are you ready to make Customer First your mantra? Working With Us You'll have the best of all worlds... the opportunity to work with passionate, talented people who are the best in their fields. Rosetta Stone and Lexia full time employees also enjoy a generous vacation policy, outstanding health and financial benefits, and much more.-- Employee well-being is first and foremost at Rosetta Stone -- we know that professional success depends on personal health and happiness. That's why we empower you with benefits you can use to succeed in every area of your life, including:-- 401K with 100% matching up to 4% of salary Unlimited vacation policy and 9 paid holidays Legal assistance Caregiver & family support Adoption assistance ...and much more! At Rosetta Stone we speak, learn, and interact differently, we embrace and thrive on these differences! We deeply benefit from the diversity that each individual has to offer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas and experiences. Rosetta Stone is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, pregnancy, veteran status or any other status protected by federal, state or local laws. Posted 2 Days Ago Full time JR103542 About Us Our Mission We change people's lives through the power of language and literacy education. Our Vision Every person can learn to read, write, and speak with confidence. Our Values

  • Customer Success.We enrich lives by delivering best-in-class learning products and services.
  • Empowerment.We foster the growth and development of our people, trusting and empowering each other to excel.
  • Integrity.We work honestly and fairly, holding ourselves to high ethical standards with our learners, customers, colleagues, and partners.
  • Innovation.We invest in our people and products, speaking up and taking risks in our ongoing pursuit of innovation. Working with Us You'll have the best of all worlds... the opportunity to work with passionate, talented people who are the best in their fields. Employee well-being is first and foremost at Rosetta Stone -- we know that professional success depends on personal health and happiness. That's why we empower you with benefits you can use to succeed in every area of your life.-- ...and much more! Other Opportunities Not seeing a current opening that's right for you? Take a look at our-- Share Your Interests --page and we will reach out as soon as a similar opening becomes available!

Keywords: 21 Buttons, Concord , Data Integration Team Lead, Other , Concord, California

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