Customer Support Specialist

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2025 Greatest Workplaces as well as America's Best Places to work for Mental Well-Being for 2025. We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. NHA is building the next generation of allied health professionals. Since 1989, we have helped over 1.25 million people access a better future in healthcare. From innovative learning solutions to certification and career development, we partner with individuals, educators and employers to elevate the learning experience, ensure practice and career readiness and drive positive outcomes for the industry, allied health professionals, and ultimately patients. NHA is a brand in Ascend Learning's healthcare segment.

WHAT YOU'LL DO

The Customer Support Specialist is responsible for responding to customer inquiries regarding the organization's products or services via phone, email, and/or online chat. The role coordinates problem resolution with appropriate departments and informs customers of standard procedures or resolution of product problems on service issues.

WHERE YOU'LL WORK

This position offers flexibility of remote work within the United States. This position will cover the 9am-6pm CST hours with some Saturdays as well.

HOW YOU'LL SPEND YOUR TIME

• Provide prompt and effective responses to all incoming phone calls, emails, and live chats.
• Ensure timely resolution of all customer issues and concerns.
• Stay updated on the company's ever-changing range of products and services.
• Collaborate with internal teams to provide necessary support and assistance.
• Provide first level technical troubleshooting.
• Identify and report unusual inquiry trends or system issues.
• Fully document each interaction with customers.
• Able to follow schedule and quickly communicate when out of schedule parameters.

WHAT YOU'LL NEED

• High School Graduate/GED Equivalent required. Bachelor's degree or equivalent preferred.
• 1+ Year Customer Service experience in a call center environment.
• Comfortable with basic technical troubleshooting and device management
• A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues.
• Outstanding verbal and written communication skills, with a particular focus on telephone communication
• Exceptional attention to detail and a highly organized approach to tasks and responsibilities.
• Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks.
• Ability to keep up in a fast-paced environment.
• Technical troubleshooting ability.
• Openness to learning new policy, products, additional responsibilities.

HIRING RANGE

The current full-time, annualized base pay hiring range for this role is $34,500.00-$49,280.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

BENEFITS

• Health, dental, and vision insurance
• Company paid life Insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other wellness programs such as Headspace and Airvet
• Charitable matching program

Fostering A Sense of Belonging

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging. Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.