Technical Support Engineer

Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching, and exceptional schools. This is an in-office position in Parma, Ohio.

Responsibilities

• Provide customers with remote guidance and expertise to resolve technical problems.
• Act as second tier end user contact and resolution.
• Resolve customer reported issues using Pansophic provided access, tools, and technology.
• Accurately document user information, triage steps, and resolutions or escalation notes.
• Manage personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests.
• Follow knowledge base articles as a standard for resolving end user reported issues.
• Work to identify missing or erroneous documentation for processes or knowledge.
• Work with internal and external teams to ensure solutions provided are accurate.
• Assist customers with account setup and application installations.
• Provide escalations as necessary.
• Create and maintain required documentation.
• Multitask on several initiatives simultaneously to meet business needs.
• Ensure concise and clear written and verbal communication.
• Adhere to established standards.
• Deliver outstanding human-centric customer service through all support and operational efforts.
• Perform other duties as assigned.

Requirements

• Strong knowledge of service desk operations, standard processes, and technologies.
• Experience with Microsoft Active Directory or Google Workspace basic administration.
• In-depth knowledge of Windows Desktop OS and Chrome OS.
• Ability to quickly assess and troubleshoot customer issues.
• Ability to work remotely in a fast-paced, high-stress environment.
• Bachelor's degree or equivalent experience.
• Highly organized, able to multi-task, with a high attention to detail and ability to prioritize.
• Patient and active listener.
• Ability to pass federal and state criminal background checks (FBI/BCI).
• Confident, high-energy, self-motivated, and a true team player.
• Accountability and personal organization are essential.
• Experience in customer-facing roles is required.
• Effective communication skills using phone, video calls, chat, and ticket updates.
• Strong customer focus with an empathetic approach.
• Good interpersonal skills handling customer escalations.
• Flexible for occasional shift changes or modifications.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term disability insurance
• Short-term disability insurance
• 10 paid holidays annually
• Paid Time Off to cover sick, vacation, and personal absences
• Four unique health insurance plans to choose from, covering a wide range of deductibles and co-insurance levels
• Choice between co-pay or High Deductible Health Plans

Pay

The starting hourly rate for this position is between $25.00 – $28.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.