Learning and Support Specialist

Emploi pas sur LinkedIn

🕒 il y a 4 jours

🇺🇸 États-Unis – Télétravail

💵 $75 000 - $90 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Poll Everywhere

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2008

🏢 Entreprise

☁️ SaaS

⚡ Productivité

Enterprise • SaaS • Productivity

Poll Everywhere est une plateforme interactive permettant aux utilisateurs de captiver les audiences grâce à des sondages en direct, des enquêtes, des sessions de questions-réponses et des nuages de mots. Le service est largement utilisé dans les environnements éducatifs ainsi que les milieux d'entreprise, permettant aux présentateurs de favoriser l'interaction des participants et de recueillir des commentaires en temps réel. Approuvé par plus d'un million d'éducateurs et 75% des entreprises du Fortune 500, Poll Everywhere offre une intégration transparente avec des outils populaires tels que PowerPoint, Keynote, Google Slides et Zoom. La plateforme est adaptée à divers contextes, de l'apprentissage en classe aux réunions d'entreprise, fournissant des solutions pour l'engagement à distance et en présentiel tout en assurant une protection des données de niveau entreprise avec des certifications telles que ISO 27001 et la conformité SOC 2 Type 2. Sa vaste bibliothèque de ressources aide les utilisateurs à exploiter efficacement la plateforme pour une productivité et une participation accrues.

Description

• You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence. • Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth • Own issues end-to-end, from initial triage through root cause identification and resolution • Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations • Explain solutions in plain language so customers can resolve similar issues independently in the future • Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education • Surface product gaps, friction points, and customer usage trends to internal teams • Help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time. • Create onboarding guides and how-to resources that help new customers ramp up with fewer questions • Develop training content around common workflows (the “how do I…” questions we hear most) • Teach — not just how features work, but when and why to use them for maximum impact • Run live trainings and webinars and repurpose them into reusable content • Use support ticket trends to prioritize what content to build next • Gather feedback on training effectiveness and iterate regularly • Reduce friction across the customer journey by building resources that help both customers and internal teammates succeed. • Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides • Document solutions to recurring issues so institutional knowledge doesn’t get lost • Improve existing help documentation based on where customers consistently get stuck • Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently • Share real customer examples and best practices across teams • Audit existing resources regularly — refine what works, retire what doesn’t.

🎯 Exigences

• 3–5+ years in an instructional design role at a higher education institution or related Instructional Design certification or degree • Experience supporting F500/enterprise or higher education customers • Experience with presentation tools, LMS platforms, and/or enterprise IT environments (SSO, MDM) • Strong troubleshooting skills across multiple operating systems, browsers, and software integrations • Able to translate technical concepts into clear, accessible language for non-technical users • Experience creating support documentation, help articles, or training content • Comfortable owning issues end-to-end — from reproduction through escalation and customer communication • Excellent written and verbal communicator; empathetic under pressure • Self-directed and organized; you manage your queue and projects without heavy oversight.

🏖️ Avantages

• Our total rewards package includes medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment. • We offer PPO medical, dental, and vision plans and an HSA/FSA. • Up to a $100 monthly company match to your Health Care FSA or HSA account.