Client Support Engineer

Blackboard Inc. - Phoenix, AZ3.4

The Opportunity:
We’re looking for a Client Support Engineer to help us shape the future of education. With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company with the industry's most comprehensive student-success solutions. Our mission is to partner with the global education community to enable student and institutional success by leveraging innovative technologies and services.

This role focuses on our Blackboard Transact™ (Campus Enablement) platform which helps improve student experience and campus safety, while streamlining business operations and increasing revenue. The Blackboard Transact platform includes capabilities within two integrated modules:

Commerce Management: facilitates campus ID card issuance, cashless payment processing, account management and reporting on-campus, off-campus, and online.
Security Management: monitors all campus activity using integrated door access control, video surveillance and mass notification capabilities.
Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As a Client Support Engineer, you will be responsible for troubleshooting technical issues pertaining to security for Blackboard Transact’s customer base via phone or online. You will receive and record incident-related information, conduct analysis, gather information, and resolve moderately complex customer problems or escalate them to a more senior engineer if need be. You will resolve a broad range of issues including software functionality and hardware configuration.

Additionally, you will be responsible for working with other support teams to resolve issues and request enhancements for our products. You will also maintain solid customer relationships by establishing priorities, communicating rationale and time frame clearly to customers within set deadlines, responsively following through, and advocating for client issues within internal departments. You will also actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.

The Candidate:
Has light experience supporting technical systems
Has excellent customer-facing oral and written communication skills
Is analytical, methodical, and detail-oriented with strong organizational and multi-tasking skills
Can accept feedback, engage in self-evaluation, and transform that process into performance improvement
Is able to work second shift and on call rotation, as needed
Professional certification MCSE or equivalent is a plus
Associates degree in a technical discipline is a plus
Background in troubleshooting door hardware, wiring, software product configuration, servers (microsoft/LINUX), installation, deployment, and usage issues via phone/email/chat is highly desirable!

The Team & Office:
Blackboard has an office in north Phoenix near the Deer Valley Airport.
A fully stocked vending machine with free sodas and snacks
Endless nearby places to eat lunch or dinner with the team from In-N-Out Burger, P.F. Chang’s, and Chili’s, to OM Indian Bistro, Jo Jo’s Pizza, and Other Q Sports Bar and Grill
Accessible via Valley Metro Bus and building offers free parking for employees

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 Inc. is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.