Technical Support Specialist (Tier-2)

Leepfrog is hiring a Technical Support Specialist (Tier-2) to support client requests for CourseLeaf products from the Coralville, IA office. In this role, you’ll troubleshoot issues, manage tickets and internal tasks, and coordinate with internal teams to help clients get the most from their CourseLeaf configurations.

What you’ll do

• Provide excellent customer service by building strong client relationships and supporting successful use of CourseLeaf software.
• Develop and maintain an in-depth understanding of CourseLeaf modules, including how they are configured, customized, and implemented for client needs.
• Specialize in at least two CourseLeaf modules through ongoing training.
• Manage, update, and resolve assigned tasks or tickets within prescribed deadlines, sharing timely feedback with both internal teams and clients.
• Use discretion and judgment to prioritize and address client issues, aiming for timely resolution and customer satisfaction.
• Troubleshoot and diagnose client issues to confirm whether software behavior matches expectations.
• Support routine client requests such as installing patches, performing upgrades, handling publication, and managing advances.
• Create, manage, and track internal tasks using established guidelines and procedures.
• Serve as a liaison between internal teams and clients, facilitating communication so client needs are met smoothly.
• Maintain detailed notes and update documentation to support resolution and keep client-specific documentation current.
• Represent the Support Team in internal and external meetings, including implementation hand-offs and presenting client issue updates when needed.
• Act as an educator by guiding clients and internal teams on product configurations and support processes.
• Perform office opening and closing duties, including hand-offs, as assigned.
• Support evolving department and company needs with additional responsibilities as required.
• Provide occasional weekend and holiday coverage as needed.
• Provide daytime shift backup for Tier 1 Support Communication Administrators as needed.
• On overnight shift, answer phones, respond to help chat, and engage with user community activity.
• On overnight shift, support after-hours assistance for system and network administration duties.
• On overnight shift, assist with special projects, run processes, and apply patches that need to be performed after hours.
• On overnight shift, triage escalations following established procedures.

Required skills and experience

• Organization and time management to meet internal and external deadlines while prioritizing requests.
• Customer-success mindset: listen to client requests, translate them into options, develop plans, and deliver outcomes.
• Strong oral and written communication with clear, concise messaging for a range of internal and external audiences.
• Technical fluency with web browsers, file editors, and general troubleshooting steps.
• Tier 2 and Tier 3 team members benefit from a high-level understanding of web-based application architecture and prior experience with JavaScript, HTML, CSS, SQL, or Web CMS Systems.
• Task management experience using ticket/task/project management tools, with initiative to prioritize and resolve issues.
• Problem-solving ability to analyze situations and determine appropriate next steps for improved resolution and routing.
• Team player approach with consistent, respectful communication across Support and other internal departments.

Technologies

• Web browsers
• File editors
• JavaScript
• HTML
• CSS
• SQL
• Web CMS Systems

Role details

• Location: Coralville, IA (onsite)
• Reports to: Software Support Supervisor
• Status: Full-time, Non-Exempt, Hourly
• Shift: Monday through Friday, 10:30am to 7pm

Physical requirements

• Sedentary work using office equipment, phones, and computers.
• Required to work in the corporate office in a busy, accessible area office with regular interruptions.