Company: XAP Corporation
Position: Technical Support Technician (Two openings)
Location: Culver City, CA (Corporate Headquarters)
XAP Corporation, the industry leader in developing and providing students and adults with the online tools to explore careers and explore, plan and apply to colleges and universities, is seeking two Technical Support Technicians to join their Culver City team.
Responsibilities: Reporting to the Manager of Student Support, the new Technical Support
Technician will provide support to the Client Services team, primarily in the area of Student
Support. Millions of students per year use XAP portals during the college application process and the Technical Support Technician will play a key role in ensuring that the application process is a smooth one. Typical volume handled by a Technical Support Technician exceeds 100 calls and 60 e-mails per day. The successful candidates will diagnose issues, communicate them to the appropriate department for resolution, and follow up with customers, ideally, within 24 hours.
Specific responsibilities will include:
•
Provide phone and e-mail support for technical issues
• Retrieve voicemails and reply promptly to user needs
• Enter all issues on XAP’s CRM system Zoho.
• Promptly report all technical support issues to programmers and developers
•
Report customer issues through FogBugz, the company’s ticketing system
•
On an as-needed basis, provide back-up Reception-area coverage
Experience: The Technical Support Technician will be a computer and tech savvy team player who is comfortable working in a fast-paced environment. He/she will be a good listener who is able to multi-task with ease and be eager to learn quickly. Additionally, the successful candidate will troubleshoot various internet browsers and have a flexible schedule that can accommodate additional hours during busy seasons.
Job Type : This is a non-exempt position.
About the Company: XAP is the industry leading technology company that develops and provides students and adults with the online tools to explore careers and explore, plan and apply to colleges and universities. The company pioneered the development of the electronic college application, the electronic transcript, and Internet-based student management systems enabling students to apply to college online. XAP processes more than 4 million electronic college applications, and 1.5 million electronic transcripts annually making it the largest provider of these services in North America. XAP’s products are used by more than 900 colleges and universities and more than 8,000 middle and high schools in the United States and Canada and several other countries around the world. To learn more about XAP Corporation, please visit our website at www.xap.com.