Data Integration Team Lead
Company: 21 Buttons
Location: Concord
Posted on: February 25, 2021
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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
Keywords: 21 Buttons, Concord , Data Integration Team Lead, Other , Concord, California
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