L1 Parchment Support Engineer
Core
Primary point of contact for learners and consumers, resolving issues across phone, chat, and webcase channels while guiding users through electronic systems.
Role type
L1 Support Engineer (Customer Service)
Builds
User support and issue resolution for Parchment electronic services
Domain
Education Technology
Deliverable
client delivery
Required skills
troubleshooting hardware and software issues, managing web-based ticketing systems, reviewing applications for compliance, data entry, active listening, time management
Preferred skills
higher education support experience, Salesforce familiarity, Microsoft Office and Google Workspace proficiency
Responsibilities
Serve as first point of contact for consumer inquiries, troubleshoot user issues, guide customers through electronic systems, review and evaluate applications for completeness, manage client inquiries via ticketing system, maintain accurate records across platforms
Seniority
L1, entry-level IC