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Degreed
Degreed is seeking a Technical Support Specialist to join their Client Experience (CX) team. The role involves providing technical support to clients via phone, email, and chat platforms, resolving routine technical software issues quickly and efficiently. The ideal candidate has 1-3 years of experience in technical customer service/technical support or help desk support, excellent analytical and problem-solving skills, and strong written and verbal communication skills. Degreed offers a range of work arrangements, including remote and hybrid options, and values diversity, inclusion, growth mindset, and collaboration. The role reports to a Manager, Americas Technical Support, and is based in India.
At Degreed, we believe that learning is the key to unlocking opportunities. As the premier upskilling platform, we empower individuals to connect their skills and ambitions with meaningful growth opportunities. By integrating everything people use to learn—skill insights, courses, videos, articles, and projects—we create personalized pathways for career advancement. Our mission is to discover, empower, and celebrate the next generation of global expertise. Join us in shaping the future of learning and workforce development.
Degreed is looking for a Technical Support Specialist to join our Client Experience (CX) team. As a Technical Support Specialist, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently. You are ready to provide an unparalleled support experience, and you recognise that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention. This role reports to a Manager, Americas Technical Support, and will be based in India.
Key Skills
- 1-3 years of experience in technical customer service/technical support or help desk support.
- Professional fluency in English including speaking, listening, reading, and writing skills.
- Proven ability to learn new software quickly for the purpose of supporting end users.
- Effective use of listening skills to develop an understanding of client inquiries and problems
- Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated.
- Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems. - Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product.
- Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file).
- Experience with SaaS applications and platforms. - Basic knowledge of API interfaces, SSO, and FTP troubleshooting.
- Experience with ticket management systems and call tracking applications.
Key Responsibilities
- Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently.
- Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate.
- Support client questions and issues by gathering data about the problem they are experiencing, analysing their needs, then research possible resolutions before implementing the best solution to meet the specific situation.
- Stay current with product updates, system changes, and customer support team procedures and best practices.
- Assisting in the onboarding of new team members. - The ability to work weekends.
- Ability to work a night-shift pattern, 9pm-6am IST, to address US Pacific Timezone coverage.
At Degreed we value
Diversity and Inclusion: We embrace individuals from all backgrounds and aim to build an environment where everyone can thrive.
Growth Mindset: We encourage continuous learning and development for our employees to grow their careers in line with their unique skills and goals.
Collaboration: We believe the best ideas come from teams working together, and we foster open communication and teamwork.
By joining our team, you’ll be part of a community that values continuous learning, collaboration, and making an impact. If you are passionate about driving change through learning and upskilling, we encourage you to apply and become a key contributor to our mission.
Degreed offers a range of work arrangements depending on the role. Some positions are fully remote, while others are hybrid if you’re near an office. Please check the job details for specifics.
In remote or hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. You’ll need to operate a laptop and remain stationary for extended periods, with the ability to interpret written and verbal communication.
We are committed to creating an inclusive and flexible work environment that enables you to thrive.We believe in the full inclusion of all qualified individuals. Degreed will provide reasonable accommodations to those with disabilities during the application, interview, and employment process.
In line with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
Degreed participates in the E-Verify employment verification program.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here: Ireland/EU, United Kingdom, and California. By submitting your application, you are agreeing to our use and processing of your data as required.
Fraudulent Recruitment Warning
Please be aware of fraudulent recruitment activities using the name “Degreed.” Scammers may impersonate Degreed, our website, or our team in recruitment scams. Degreed does not conduct recruitment through WhatsApp, Telegram, or any direct-messaging platforms. Official communication will always come from a Degreed.com email or phone number during the interview process. We do not request sensitive personal or financial information in unsolicited communications, nor do we offer roles requiring upfront payments or promising unrealistic returns. Stay vigilant and report any suspicious recruitment activity.
