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Technical Support Manager

We are Urkund, a leading global plagiarism prevention and text-similarity detection service. Now we are seeking a Technical Support Manager to join our Global Customer Support Team.

Remote
Full-Time

Company Description 

Urkund supports academic institutions, secondary schools, and corporations in their institutional effectiveness and quality initiatives by delivering a fully automated system for checking text originality and preventing plagiarism. The software is fully integrated into all major learning management systems and uses advanced machine learning to deliver test-winning accuracy. With 20 years at the forefront of promoting academic integrity, Urkund now serves nearly 4,000 institutions in more than 80 countries worldwide. Urkund is privately owned and headquartered in Stockholm, Sweden.

Job Description

Urkund is seeking a Technical Support Manager to expand its Global Customer Support Team.  The Technical Support Manager will report directly to the President, North America, and will be pivotal in leading, developing and supporting the North American team.  This position is responsible for the overall direction, coordination, quality and output of technical and customer support for the Urkund platform.  The efforts will drive customer success by partnering with both internal and external teams to ensure the successful delivery of Urkund’s services and products.  This role requires a dedicated problem solver that exhibits a passion for producing positive customer outcomes, and work in a fast-paced agile environment.

Qualifications

Experience & Skills

  • A minimum of 3 years of experience working in a customer support role and assisting with strategic implementations of enterprise technologies.
  • Ability to work in a fast-paced agile environment, manage multiple projects, set priorities and work independently.
  • Excellent computer skills and working knowledge of LTI, API and learning management systems.
  • Ability to maintain a patient, constructive and helpful demeanor when working with internal and external customers.
  • Experience supporting Sales teams to promote customer success.
  • This position is based within the United States and requires travel to partner, customer and corporate office within North America and Sweden (10%)

Responsibilities

  • Serve lead point of contact for all North America customer support issues for partners and customers.
  • Work within Salesforce Service Cloud ticketing system and ensure all assigned tickets are updated per processes and SLAs are met in a consistent manner.
  • Develop a trusted advisor relationship with partners, customers and executive management.
  • Gather customer feedback and market intelligence and share with appropriate internal teams (e.g. Product, Operations, Sales) to help improve customer experience and outcomes.
  • Ability to work with different people within an entrepreneurial and start-up environment, and build rapport with a wide range of colleagues, partners and customers.
  • Demonstrate patience and empathy while interacting with all partners and customers.

Educational Requirements

  • Associate’s or bachelor’s degree or a related field required.
  • 3 years of customer support or similar experience.

Benefits

  • Competitive salary and bonus package
  • Expense travel reimbursement.
  • Laptop and home office stipend.
  • Comprehensive benefits package including medical, dental, vision, disability insurance, 401K investment with company match and a flexible paid time off policy.
  • 12 PTO holidays and Holiday Break between 12/24 – 1/3 .

Urkund is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veteran’s status.

Or, know someone who would be a perfect fit? Let them know!

Urkund North America


63017 Chesterfield Directions sales@urkund.com

Our culture

When we enter international markets we do it with a local approach. Therefore, it is essential for us to have knowledge about the local markets  - and to be present. We work globally and act locally. 

At URKUND we offer a diverse environment in terms of languages and backgrounds, where you will be challenged with great responsibility in a fast moving industry. Edtech is digitalizing the educational sector and our goal is to constantly develop our product to create better digital solutions. 

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