Customer Support Specialist

Customer Support Specialist

Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.

What You Will Do

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve issues
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Utilize knowledge base and training to accurately answer customer questions
• Research systems to find information to assist the customer
• Accurately document and process customer issue and resolution in appropriate systems
• Coordinate with other departments to resolve issues as applicable
• Escalate or redirect technical issues beyond experience level to the appropriate team or team member
• Escalate customer issues to management for resolution as needed
• Ensure first call resolution through problem solving and effective call handling
• Meet or exceed all metrics and performance measurements
• Participate in ongoing proprietary product training and certification programs
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Who You Are

• 2+ years of experience in customer service, technical support, chat, or administrative support in a contact center environment
• High School Diploma or GED required
• Associate degree preferred, or equivalent combination of education and work experience
• Excellent verbal and written communication skills required
• Proficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) required
• Experience with Salesforce, a plus
• Exhibit a passion for exceptional customer service
• Demonstrate professionalism and a positive attitude
• Show strong initiative and ability to self-manage
• Demonstrate effective written and oral communication skills
• Show ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environment
• Demonstrate excellent problem solving, analytical skills and strong attention to detail
• Demonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talk
• Assimilate and apply new job-related information in a timely manner
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
• Embrace working in a collaborative team environment, but can manage themselves independently
• Willingness to work extended hours as needed

Pay range for this role: $35,000 - $39,000 USD

Edmentum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, status as a disabled, recently separated, Armed Forces service medal or other protected veteran ("covered veteran"), marital status, status regarding public assistance, sexual orientation or any other characteristic protected by applicable federal, state or local laws.