{"id":2770122,"url":"https://alion.io/job/leepfrog-technologies-technical-support-specialist-tier-2","title":"Technical Support Specialist (Tier-2)","company":{"id":2523300,"name":"Leepfrog Technologies","domain":"leepfrog.com","url":"https://alion.io/company/leepfrog","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Coralville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":141000,"period":"year","method":"role_country_seniority_unknown","sample_n":1856},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-16T16:22:56Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-18T03:34:24Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nPosition Title: Technical Support Specialist (Tier-2)\nLocation: Coralville, IA\nReports to: Software Support Supervisor\nStatus: Full-time, Non-Exempt, Hourly\nShift: Monday thru Friday, 10:30am - 7pm\n Overview\nLeepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.\nThe Technical Support Specialist (TSS) should be knowledgeable in all CourseLeaf products, have the ability to complete non-development configuration changes, handle milestone processing (publishing, updating, & advancing), troubleshoot client requests, and report issues to development and/or other departments as necessary. The TSS works within a team as a subset of the larger Support department, with an assigned number of clients ranging from 85 - 115 and upwards of 5 modules per client.\nGeneral Duties and Responsibilities:\nPrimary Responsibilities:\nDeliver excellent customer service and build positive relationships with clients, ensuring their satisfaction with and successful use of CourseLeaf software. \nMaintain a thorough, ongoing understanding of CourseLeaf modules, including how they are configured, customized, and implemented to meet client requirements. \nDevelop and maintain a specialization in at least two CourseLeaf modules through ongoing training. \nManage, update, and resolve assigned tasks or tickets within prescribed deadlines and provide timely feedback to both internal teams and clients. \nIndependently use discretion and judgment in prioritizing and addressing client issues, ensuring customer satisfaction by providing timely resolutions. \nTroubleshoot and diagnose client issues, determining if the software is performing as expected. \nSupport routine client needs such as installing patches, upgrades, publication, and advances. \nCreate, manage, and track internal tasks using established guidelines and procedures. \nAct as a liaison between internal teams and clients, facilitating smooth communication and ensuring client needs are met. \nProvide detailed notes and update documentation to support the resolution of issues and ensure that client-specific documentation is regularly updated. \nParticipate in internal and external meetings to represent the Support Team, including implementation hand-offs, presenting on client issues and updates when necessary. \nAct as an educator, providing guidance and clarification to clients and internal teams on product configurations and support processes. \nPerform office opening and closing duties, including hand-offs, as assigned. \nAdditional responsibilities as needed to support evolving department and company needs. \nProvide occasional weekend and holiday coverage as needed. \nShift-Specific Duties:\nDaytime Shift: Provide backup for Tier 1 Support Communication Administrators as needed. \nOvernight Shift: Answer phones, respond to help chat, and engage with user community activity; Provide after-hours assistance with system and network administration duties; Assist with special projects, run processes/apply patches that need to be performed after hours; Triage escalations following established procedures. \nRequirements\nSkills Required\nOrganization and Time Management - As responsibility grows, our team members will need to meet internal and external deadlines, prioritizing requests to meet customer expectations. \nDriven by Customer Success - Listening intently, you understand client requests and translate them into options, develop plans, and deliver outcomes. \nOral and Written Communication - Delivering clear, concise, and timely communication across a wide range of internal and external audiences, with tact and diplomacy. \nTech Savvy - Knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues. Tier 2 and Tier 3 team members will benefit from a highlevel understanding of web-based application architecture and previous experience with JavaScript, HTML, CSS, SQL, or Web CMS Systems. \nTask Management - Our teams track and document issues and interactions within ticket/task/project management tools. Initiative must be taken to prioritize and resolve issues. \nProblem Solving - Our products and the customers using them exist within an ever-changing environment. Being able to analyze situations and react appropriately can improve problem resolution and ticket routing. \nTeam Player - We work best when we work together. Software Support Specialists need to work as a team both within Support as well as with other internal departments. Consistent and respectful internal communication is mission critical to our organizational success.\n Physical Requirements\nThis position is considered sedentary and will use office equipment, phones, and computers. This position is required to work in the corporate office and may be in a busy, accessible area office, faced with regular interruptions.\nLeepfrog Technologies, Inc. is an equal opportunity employer. All applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, gender, age, sexual orientation, national origin, marital status, veteran status, genetic makeup, gender identity, disability, or other protected characteristics by local, state, or federal law.","description_format":"text","description_chars":5406,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Higher Education"],"lifecycle":[{"event":"open","at":"2026-10-17T06:07:06Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":33,"reasons":["conf:2","win:early"],"computed_at":"2026-10-18T06:12:41Z"},"pay":null,"html_url":"https://alion.io/job/leepfrog-technologies-technical-support-specialist-tier-2","json_url":"https://alion.io/job/leepfrog-technologies-technical-support-specialist-tier-2.json","meta":{"generated_at":"2026-10-18T06:12:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9342,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2523300},"rest":"https://alion.io/mcp/rest/get_company?id=2523300"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fleepfrog-technologies-technical-support-specialist-tier-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fleepfrog-technologies-technical-support-specialist-tier-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fleepfrog-technologies-technical-support-specialist-tier-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/leepfrog-technologies-technical-support-specialist-tier-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fleepfrog-technologies-technical-support-specialist-tier-2"}]}