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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (Tier-2) - **Company:** LeepFrog, LLC - **Location:** Coralville, IA, United States - **Contract:** Temporary contract - **Skills:** HTML, JavaScript (Programming Language), Cascading Style Sheets (CSS), Web Content Management Systems, Web Browsers, SQL Databases, 3-tier Architectures - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5aea8c65768eb13e ## About the Role * Organization and Time Management - As responsibility grows, our team members will need to meet internal and external deadlines, prioritizing requests to meet customer expectations. * Driven by Customer Success - Listening intently, you understand client requests and translate them into options, develop plans, and deliver outcomes. * Oral and Written Communication - Delivering clear, concise, and timely communication across a wide range of internal and external audiences, with tact and diplomacy. * Tech Savvy - Knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues. Tier 2 and Tier 3 team members will benefit from a highlevel understanding of web-based application architecture and previous experience with JavaScript, HTML, CSS, SQL, or Web CMS Systems. * Task Management - Our teams track and document issues and interactions within ticket/task/project management tools. Initiative must be taken to prioritize and resolve issues. * Problem Solving - Our products and the customers using them exist within an ever-changing environment. Being able to analyze situations and react appropriately can improve problem resolution and ticket routing. * Team Player - We work best when we work together. Software Support Specialists need to work as a team both within Support as well as with other internal departments. Consistent and respectful internal communication is mission critical to our organizational success. ## Description The Technical Support Specialist (TSS) should be knowledgeable in all CourseLeaf products, have the ability to complete non-development configuration changes, handle milestone processing (publishing, updating, & advancing), troubleshoot client requests, and report issues to development and/or other departments as necessary. The TSS works within a team as a subset of the larger Support department, with an assigned number of clients ranging from 85 - 115 and upwards of 5 modules per client., * Deliver excellent customer service and build positive relationships with clients, ensuring their satisfaction with and successful use of CourseLeaf software. * Maintain a thorough, ongoing understanding of CourseLeaf modules, including how they are configured, customized, and implemented to meet client requirements. * Develop and maintain a specialization in at least two CourseLeaf modules through ongoing training. * Manage, update, and resolve assigned tasks or tickets within prescribed deadlines and provide timely feedback to both internal teams and clients. * Independently use discretion and judgment in prioritizing and addressing client issues, ensuring customer satisfaction by providing timely resolutions. * Troubleshoot and diagnose client issues, determining if the software is performing as expected. * Support routine client needs such as installing patches, upgrades, publication, and advances. * Create, manage, and track internal tasks using established guidelines and procedures. * Act as a liaison between internal teams and clients, facilitating smooth communication and ensuring client needs are met. * Provide detailed notes and update documentation to support the resolution of issues and ensure that client-specific documentation is regularly updated. * Participate in internal and external meetings to represent the Support Team, including implementation hand-offs, presenting on client issues and updates when necessary. * Act as an educator, providing guidance and clarification to clients and internal teams on product configurations and support processes. * Perform office opening and closing duties, including hand-offs, as assigned. * Additional responsibilities as needed to support evolving department and company needs. * Provide occasional weekend and holiday coverage as needed. Shift-Specific Duties: * Daytime Shift: Provide backup for Tier 1 Support Communication Administrators as needed. ## Related Videos - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Fireside Chat with Lea](https://www.wearedevelopers.com/videos/551-fireside-chat-with-lea) - [NoLoJS - Avoiding JavaScript Cruft with HTML and CSS - Aaron T. Grogg](https://www.wearedevelopers.com/videos/1806-nolojs-avoiding-javascript-cruft-with-html-and-css-aaron-t-grogg) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [How Developers Can Focus on Maintaining Satisfaction With Accessibility](https://www.wearedevelopers.com/magazine/109-how-developers-can-focus-on-maintaining-satisfaction-with-accessibility) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)