MackinVision Customer Support Specialist at Mackin Book Company

Burnsville, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

25.0

Posted On

22 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication, Training, Troubleshooting, Team Collaboration, Problem Solving, Product Knowledge, CRM Systems, Remote Access Software, Live Chat, Email Support, Phone Support, Analytical Skills, Relationship Management, Education Technology, Library Management Systems

Industry

education

Description

Description Mackin Educational Resources is Minnesota based company known nationally for distributing print and digital content, makerspace products, professional learning solutions, and our new MackinVision LMS to schools, classrooms, and school districts across the United States. MackinVision is Mackin’s next-generation library management platform, designed to unify print, digital, and multimedia resources into a flexible, school-wide system. Our software aims to support educators and librarians in delivering a superior learning experience with features like live analytics, teacher and student portals, and a streamlined, intuitive interface. We are looking for a charismatic and analytical Customer Support Specialist to join our growing MackinVision team. Responsibilities Assist in the delivery of customer support services and communication activities including the provision of information and instructions to customers via e-mail, phone, and live chat regarding products and services Participate in training and/or workshops of MackinVision to K-12 school librarians and library support staff Actively learn and maintain knowledge of materials, products, and services for MackinVision Library application and supporting technologies in order to provide information and support to customers Utilize a variety of internal applications such as remote access software, CRM systems, and communication platforms to support customers and conduct training sessions. Foster and maintain relationships with customers while representing and promoting Mackin in a professional and positive manner at all times Triage and manage support inquiries, documenting case activity and logging requests using an electronic ticketing system. Provide Tier 1 and Tier 2 customer support, including troubleshooting and issue investigation, and prepare software change requests while adhering to established case management and escalations protocols All other MackinVision support duties as assigned Requirements Strong computer applications and software troubleshooting skills Ability to work effectively and collaboratively in a team environment with internal team members and external partners Ability to determine customers' needs and present solutions that benefit both the customer and Mackin Understanding of the principles and processes for providing exemplary product training/customer service Ability to learn, develop product knowledge, and react quickly Education & Experience 2+ years of customer service experience, preferably in the EdTech or LMS industries and/or a bachelor’s degree Previous experience meeting with customers in-person and via telephone, as well as a history of success conducting remote meetings via Zoom/GoogleMeet/etc. Previous experience navigating unique applications and digital platforms. Knowledge of PK-12 education and/or library industries helpful Compensation and Work Location $22.00 - $25.00 per hour Fulltime, Monday - Friday Onsite from our Burnsville, MN office with potential for some hybrid work Benefits Paid Time Off (PTO) 401(k) retirement plan with employer match Health insurance plan options including Health Savings Accounts (HSA) and Health Reimbursement Arrangements (HRA) Medical Flexible Spending Accounts (FSA) Dependent Care Flexible Spending Accounts (DCARE) Employer Paid Life Insurance Voluntary Life Insurance options Long-Term Disability Insurance (LTD) and Short-Term Disability Insurance (STD) Paid Holidays including New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, The Day After Thanksgiving, Christmas Eve, Christmas Day, and one floating holiday. Benefit eligibility/offerings are determined by employment status and scheduled hours. To Apply: click on the link below or go to: www.mackin.com and under the employment section click on the position, fill out questionnaire, attach resume and cover letter. Mackin Educational Resources is an Equal Opportunity EmployerQualified applicants will receive consideration for employment without regard to race, color, religion, national origin, genetic information, age, gender, veteran status, sexual orientation, gender identity or expression, and the presence of mental, physical, or sensory disability, or any other status protected under federal, state, or local laws. Questions? Please feel free to email us at HumanResources@mackin.com or call us at 952-895-9540

Responsibilities

Assist customers with inquiries and provide support via various communication channels. Participate in training sessions for K-12 school librarians and maintain knowledge of MackinVision products and services.