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# Technical Support Specialist

- **Company:** ESS Education
- **Location:** Portland, MI, United States
- **Salary:** $31,200.0 - $33,280.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Data Processing
- **Published:** August 5, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1bd7ef74b13b2876

## About the Role

* A minimum of 1-year customer service, software support or high-volume call center experience preferred
 * Excellent oral and written communication, interpersonal and teamwork skills
 * Ability to thrive in a fast-paced, rapidly changing environment
 * Demonstrate a high level of accuracy in data entry
 * Proficiency in Microsoft Office Word and Excel
 * Strong interpersonal skills and the ability to work individually and in a team environment
 * Ability to multi-task and perform effectively under pressure
 * Ability to prioritize and organize workflow
 * Must be a self-starter and seek understanding of our systems, as well as any new features or updates as they are released
 * Ability to work in a fast-paced setting with attention to detail and follow-up, Physical Requirements & Work Environment: Physical requirements may vary by assignment and location and may include sitting, standing, walking, and regular use of hands and arms. Close vision may be required for computer and detail-oriented work. Work is typically performed in a moderate-noise environment, such as an office or school setting.

## Description

* Answer incoming calls, support emails, and live chats with professionalism; triage client and employee inquiries with minimal supervision to provide solutions, escalate to Tier 2, or pass to correct department in a timely manner.
 * Updating and manipulating data in willSub®.
 * Manage inbound feature requests, identify business needs and support.
 * Demonstrate functional skill to take ownership, troubleshoot and resolve low level support requests in a single customer interaction to maximize customer experience in an organized and efficient manner.
 * Escalate complex support requests to Tier 2, to ensure timely resolution.
 * Compiling reports for designated client contacts.
 * Manage support tickets proficiently by assessing ticket priority and escalating as necessary through proper channels.
 * Deliver informal training to customers and fellow employees.
 * Assist in the design and development of curriculums & training modules/courses.Other duties as assigned.


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