Platform Support Specialist (Tier 3 Tech Support)

The Company:

Meazure Learning (www.meazurelearning.com) is a full-service testing solutions company for academic, professional and lifelong learners. The result of a merger between ProctorU – the world's largest provider of online, artificial-intelligence-augmented exam security and identity management solutions – and Yardstick Assessment Strategies – a leader in psychometrics and computer-based examination administration for professional testing organizations – Meazure Learning serves the higher education market via the ProctorU brand and the professional testing market via the Yardstick brand. As the first end-to-end testing provider to lead with an online delivery model, Meazure Learning is transforming the testing and assessment landscape.

We use technology - not to just "catch cheaters" - but to build trust in the expansion of access to education. Our team is responsible for building and supporting digital solutions trusted by over 1,000 institutions in 129 countries who administer over 2,000,000 exams per year and we plan to continue growing!

The role:

Reporting to the Platform Support Manager, the Platform Support Specialist will provide Tier 3 support to customers involving moderately to severely complex issues with Meazure Learning applications. Utilizing deep product knowledge, the Platform Support Specialist will perform remote troubleshooting and participate in a 24x7 support rotation as necessary to satisfy customer needs. This role will also work on internal projects and perform other technical support functions as needed.

The things you’ll do:

• Serve as the escalated point of contact for customers and partners with integration questions/problems
• Recreate, research, troubleshoot, document, monitor and (if possible) resolve complex technical problems related to Meazure Learning software applications, networks and operating systems
• Facilitate resolution of customers issues by logging and verifying bugs/enhancements:
• Keeps customers updated on problem resolution status
• Work with development to explain reported/verified problem resolution
• Assist in testing problem resolution fixes
• Assist with support case root cause and impact analysis
• Escalate system, partner, and customer issues clearly and timely
• Conduct virtual technical workshops with customers/partners, as needed
• Provide regular communication to internal stakeholders on the status of customer related issues and/or projects using issue management system
• Achieve quality and satisfaction metrics for ongoing customer support activities
• Manage daily triage of Developer issues; lead daily defect meeting between Product and Dev Teams
• Identify and mitigate key pain points and recurring issues that negatively impact Operations, CE and the User experience
• Provide training to front line support representatives to ensure that they are properly trained on interface functionality and configurations
• Assist with the continuing development and documentation of internal processes/procedures, training material
• Provide technology expertise and mentorship to less senior staff
• Other relevant projects as needed or assigned

The skills & abilities you’ll need:

• Technical support experience or customer support experience in a technical environment
• Excellent analytical and problem-solving skills
• Self-motivated learner who thrives in a fast-paced environment with aggressive timelines
• Exceptional communication skills; written and verbal
• Experience with external stakeholders in a complex environment
• Familiarity with agile processes (scrum, user story writing, kanban, SAFe)
• Professional experience in higher education or LTI (Learning Tools Integrations)

The values that are important to us:

• Integrity. Honest, open and ethical practices
• Service. Remarkable service and personal leadership
• Innovation. Anticipate, challenge, and create
• Excellence. Quality through relentless improvement