Support Specialist

Job Description

Job Description

Location:Adel, IA

Are you driven by helping others, connecting with customers, and solving problems? Kuder is seeking a high-quality candidate that is motivated and energized by engaging with customers and team members find solutions. Kuder is a rapidly growing, private, ed-tech company seeking team members to support its growth in the K-12 market.

As a member of Kuder’s support team, the Partner Support Specialist will be the face of Kuder’s customer service experience.

Often serving as the first level of technical support to Kuder’s K-12 education partners, this position will provide customer service and technical support for our customers. This will be done by responding to incoming customer phone calls, emails, and online chats, as well as outbound engagement to promote Kuder’s products in market and ensure appropriate onboarding of Kuder’s software.

• Create and maintain relationships and provide resolution to situations with current customers through inbound and outbound contact
• Actively look for ways to resolve system challenges with current customers and provide assistance in technical service issues and/or requests
• Identify, investigate, and resolve user’s problems via computer software and hardware
• Identify and transfer support calls, chat, email and/or other communications to appropriate team members
• Collaborate with programmers to explain errors and/or recommend modifications in programs.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments in CRM
• Complete online demonstrations of solutions and services in order to support upsell or provide additional information to the current customer base

• Strong communication, customer service, organizational skills 
• Motivated, able to work in a team environment, able to multi-task
• Post-secondary education preferred
• Ability to participate in Kuder’s hybrid work policy

• Ability to quickly build rapport with a wide range of constituents – You like connecting with new people everyday
• A continual learner, seeking to grow in an organization 
• A sense of urgency, managing time well.
• Ability to quickly learn an array of computer software.
• Clear and concise communications.
• Ability to communicate effectively in writing and verbally as appropriate for the needs of the audience and convey information effectively.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint), CRM, webinar tools, and Internet- based systems and programs.

Professional: 

Ability to follow Kuder’s culture and values:

• Attitude is Everything – We believe we have more potential to accomplish goals, develop resiliency, and make improvements when we choose to lead with a positive attitude. 
• Create Partnerships – We create genuine, flexible, and long-term partnerships that cultivate collaboration and support for achieving common goals. 
• Deliver Success – We drive results and reach our goals with passion, urgency, and a commitment to excellence. We are accountable and encouraging as we collectively celebrate our victories and turn setbacks into progress.
• Foster Innovation – We promote innovation and welcome ideas. We are curious, we listen, and we take action to elevate and improve how we deliver reliable solutions.
• Thrive Together – We invest in an authentic environment where our team is motivated, supported, and successful. We respect all voices and experiences as we work together for meaningful growth.

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.