Job Req: 726
Company Entity: Nivel Siete
Location: Bogota, Colombia
Date Posted: Jan 18, 2022
Travel Requirements: None
Client Support Engineer
*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*
Recently combined with Anthology, Blackboard offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about our company and career opportunities, please visit www.blackboard.com.
This role focuses on our Learn Platform, which provides students with a simple and intuitive learning experience that they can access anytime and anywhere. It’s a solution that’s continuously evolving to meet users’ needs and we’re looking for someone who can play an integral role in the success of the Client Support team within this specific product line.
Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As a Client Support Engineer on this team, you will be responsible for providing multi-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email. You will work closely with new and existing external customers on more complex technical issues as well as interface between clients and Product Development, Engineering, and third-party vendors. You will collaborate with Product Development and Implementation teams to resolve client issues by providing fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking, and resolution.
Additionally, you will draft, review, and issue product bugs/fixes into the Knowledge Base Open Case using a client ticket tracking system. In this role you will also represent the Client Support department in various product meetings and reviews with both internal product management teams and external clients. You will manage the technical contributions of other engineers assigned to the project and provide cross-training to other Client Support Engineers.
Blackboard has an office located in Bogota, Colombia as a hub for the LAC market.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
Req ID: 726