Parchment Inc. is seeking a Tier 1 Technical Support Representative to join its Support team. This individual has a strong customer support orientation, upbeat, and positive phone personality with excellent written/email communication skills. The candidate is investigative, curious, and skilled in having conversations with end users to diagnose issues and determine quick resolutions. They must be comfortable with software and website navigation and be able to independently learn how to use Parchment's products and services based on provided training materials and support documentation. Lastly, this individual is a team player and believes in the synergy and success of working in a team environment.

Responsibilities:

Provide front line phone and email support related to system issues impacting the ordering, sending, delivering, or receiving of transcript and document requests. High comfort level working with technology at a fast pace, including cloud-based software tools, general web browsing, Microsoft Word and Excel files, and more. Innate ability to express empathy in verbal and written communication. Work with Customer Support team peers to route issues according to issue type and severity. Above average typing skills (>50 words per minute with >95% accuracy). High comfort level on a Windows PC computer. Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting). The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone. Track and report on issues, support trends, potential site bugs. Depending on support volume/needs act as a resource for other projects and/or departments outside of the scope of core responsibilities. Support high school and college administrator inquiries related to Parchment's services via phone and web forms routed to online support queues.

Qualifications:

2 years+ in a customer service/technical support role for software-based company. Degree not required, but a plus. Experience with helpdesk ticketing tools and knowledge base resources. Experience in an educational and technology workplace environment desired. MS Word, Excel, Outlook (excellent Outlook folder management in an Exchange environment desired) Experience with eCommerce and web-based transactions and site navigation. Not deterred by peak times of year that will demand additional time commitments due to high volume. Demonstrated ability to learn quickly and stay current on changing product features and services.

The position is based in our corporate headquarters in Scottsdale, AZ.