Work with Trifoia

Trifoia is an equal opportunity employer committed to cultural diversity. Trifoia encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including race, gender, veteran and disability status.

Trifoia is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off.

Current Open Positions

Customer Support Manager

The Customer Support manager is the leader of the Customer Support team which manages and delivers on Hosting and Support services. They are responsible for providing level 2 customer support, ensuring the seamless functioning of the customer support team through developing and enforcing policy and procedure, implementing technical solutions when possible, and the appropriate escalation of technical issues to the maintenance team. The Customer Support Manager will also work closely with Project Managers to transition products from production to Hosting and Support. They supervise customer support specialists, and work closely with our legacy account manager. To be successful in this position, the Customer Support Manager will need to have excellent customer support skills, be able to think critically and triage both customer satisfaction issues and technical issues, and be an excellent team player. Carrying after hours call or working off hours might be required on an as needed basis.

Reports to: Director of Production

Direct reports: 1-5

Classification: FT-Exempt

Duties and Responsibilities

  • Establish customer support practices
  • Manage customer support channels (Zoho, Slack)
  • Manage Product side QA tasks
  • Maintain e-commerce site
    1. Update product information
    2. Add new products
  • Set up teams on LMS
  • Manage token distribution for digital products
  • Provide technical assistance and support for research projects
  • Develop specific customer support procedures for new accounts/products
  • Update and maintain Customer Support Wiki
  • Ensure quality of customer service by support team
  • Act as point of escalation for customer complaints, defuse negative situations
  • Collect data and analyze metrics
  • Triage, resolve, and escalate technical support tickets as appropriate
  • Work collaboratively with product, development, and QA teams to investigate and resolve issues

Additional Responsibilities

  • Understand the backend of all LMS, e-commerce, and LRS products used
  • Stay current with technological changes and trends in LMS, e-commerce, and LRS platforms
  • Engage in professional development to ensure that skills are increasing and keeping pace with industry trends and best practices
  • Maintain client confidence by keeping information confidential and following procedures for protecting customer data
  • Maintain excellent vendor relations
  • Engage in continual process improvement
  • Represent the company professionally

Skills and Qualifications

  • Excellent problem solving and analytical skills
  • Experience in a high volume support center
  • Ability to apply critical thinking and technical triage skills
  • Basic HTML/CSS knowledge
  • Experience with Web based Quality Assurance
  • Minimum 3 years technical customer service experience
  • Minimum 1 year management experience
  • Excellent customer relations and client management skills
  • eLearning industry experience, or experience managing LMS platform
  • Excellent verbal and written communication skills
  • Ability to work to tight deadlines
  • Ability and willingness to work outside of business hours
  • Proficient in company connectivity tools for remote work (GoToMeeting) and communication and productivity tools (Asana, Slack)
  • General math skills
  • Attention to detail

Location

Eugene, OR.

This position is open until filled

Interested?

Trifoia is a team of content developers, instructional designers, technology experts, researchers, media producers, and storytellers who produce training content for maximum impact and reach.

Do you like to analyze problems and build solutions? Do you feel you have more to offer and would like to contribute to projects that help people? Do you take your work seriously but like to play and enjoy life?

If so, attach your resume and cover letter and drop us a line through the contact form below.

Fill out my online form.