We are a leader in innovative educational solutions, dedicated to enhancing K-12 education through live, online instruction. Our mission is to ensure every student has access to high-quality teachers, overcoming geographic barriers. We are seeking a dedicated Solutions / Customer Support Specialist to join our dynamic team and contribute to our commitment to excellence.
Role Overview
As a Solutions / Customer Support Specialist, you will leverage your critical thinking and troubleshooting skills to address technical inquiries related to our learning management system and video conferencing platforms. Beyond technical support, you will offer personalized guidance and solutions to meet the needs of teachers and districts.
Key Responsibilities
Ticket Management: Efficiently manage a high volume of support tickets via Zendesk, ensuring timely resolutions to maintain customer satisfaction.
Platform Expertise: Develop comprehensive knowledge of internal and external platforms (Canvas, Zoom, PLI Connect) to provide accurate support.
Categorization and Prioritization: Classify and prioritize support tickets according to predefined SLAs, addressing critical issues promptly.
Information Accuracy: Provide reliable and complete information using appropriate tools to ensure customer needs are met.
Complaint Resolution: Resolve customer complaints by offering suitable solutions within defined timelines, ensuring follow-up for satisfaction.
Trend Analysis: Analyze support ticket data to identify trends, proactively informing Solutions Manager and teams to address recurring issues.
Documentation: Assist in maintaining user documentation and FAQs to enhance the customer support experience.
Engagement: Foster positive relationships with customers to enhance their experience with our services.
Requirements And Skills
Experience: Preferred experience in customer support.
Education Experience: Background in the education field is advantageous.
Communication Skills: Excellent verbal and written communication abilities.
Ticketing Systems: Familiarity with Zendesk or similar ticketing systems.
Customer Focus: Ability to adapt and maintain a customer-first approach.
Multitasking: Effective multitasking and time management in a fast-paced environment.
Problem-Solving: Strong problem-solving skills with a proactive approach.
What We Offer
Competitive Compensation: Attractive salary based on experience and skills.
Benefits: Comprehensive package including health, dental, vision insurance, 401(k), and more.
Professional Growth: Opportunities for development and career advancement.
Collaborative Environment: Supportive and inclusive workplace culture.
Employment Type: Full-Time
Seniority level
Entry level
Employment type
Full-time
Job function
Sales and Business Development
Industries
Human Resources Services
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