BbOne Support Representative

With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company. Blackboard is shaping the future of education with big ideas that challenge conventional thinking and advance new models of learning. Every day we’re inspiring people to find new ways to learn, connect and drive change in the way education is delivered and experienced. Through technology and services we bring people closer to the knowledge they seek and to wa

As a full-time BbOne Support Representative (BSR), the BSR would be responsible for interfacing with our BbOne customers via phone or online. Candidates should possess strong customer services skills, troubleshooting skills, and be able to communicate well with customers and co-workers.

* Receive and record incident-related information using a variety of tools, techniques, and procedures. * Use knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer. * May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products. * Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers. * Establish priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines. * Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our clients. * Provide exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. * Manage customer expectations through to successful completion and user satisfaction. * Provide after hours coverage through on-call pager on a rotating basis throughout the year to support clients on weekends.

* Strong desire and passion for learning new technologies, investigating technical problems, and helping customers. * Comfortable troubleshooting technical issues via phone/email/chat. * Strong organizational and multi-tasking skills. * Demonstrated ability to accept feedback, engage in self-reflection, and transform that process into performance improvement. * Regular and predictable attendance is an essential function of the job. **Preferred:** * Analytical, methodical, detailed individual.