Technical Support Specialist

  • Full Time
  • Anywhere
  • Posted 2 weeks ago

Job Description


Title: CE Tech Support Spec

Location: Orlando, FL, US, 32819

Job Requisition ID: 17936

Additional Locations: Fully remote; work may be performed from any State in the US.

Who We Are

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.

What you’ll do:

Working in Technical Support, the CE Tech Support Specialist will be responsible for the following primary duties:

  • Answering customer questions through online chat, email, and phone
  • Solving user account issues for all online products
  • Answering customer questions regarding access to and use of various online resources/products
  • Conducting web searches
  • Trouble shooting software and customer issues as they arise
  • Validating user problems on various operating systems through testing
  • When possible, develop solutions/workarounds for customer problems
  • Proactively identify potential problems with products and recommend fixes/revisions that should be undertaken

What you’ll need:

  • Strong Customer Service skills
  • Minimum of 1 year in a support desk position
  • Strong Written and Verbal Communication skills
  • Ability to communicate effectively about technical issues with both non-technical and highly technical customers and colleagues.
  • Patience with technically challenged individuals
  • Ability to quickly learn Internet based applications
  • A good understanding of how computer hardware, networks, programing logic, and databases work
  • Familiarity with a range of operating systems including Windows, Mac OS X, Chromebooks, and iOS
  • Proficiency with MS Outlook, MS Word, and Excel
  • High level of comfort navigating the Internet and conducting detailed searches for specific information
  • Strong analytical and problem-solving skills
  • Ability to multi-task
  • Attention to detail



Preferred but not necessary: skills/education/experience/working knowledge


  • Strong technical writing skills
  • Advanced Microsoft Excel skills


How We Work (Competencies)


  • Instills Trust
  • Values Differences
  • Nimble Learning
  • Cultivates Innovation
  • Action Oriented



Physical Requirements



  • Might be in a stationary position for a considerable time (sitting and/or standing)
  • Constantly operate a computer
  • Must be able to collaborate with customers and colleagues via conference calls and online meetings
  • Must be capable of sitting, standing, and walking for extended periods of time.
  • Ability to work irregular hours, including weekends, and travel up to 5%.



Benefits and Salary Range (US Only – Included for Remote Roles)

Salary Range – $36,000 to $44,000


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