Support Specialist - Remote

About the job Support Specialist - Remote

Our ability to nurture curiosity and confidence in reading starts with our amazing people. Our fun and inclusive culture, coupled with a talented and passionate team of professionals, enables us to have a growing company that positively impacts the lives of children around the world.

Title: Customer Service Specialist (Distance Learning)

(short-term, part-time seasonal)

20 hours per week

About the job

In this remote position, you will work closely with the support team lead and senior support team representatives. You will interact directly with users, resolving any issues or answering questions customers may have. You are the bridge between our back-end operations and our customers' in-service experience. You will also have the opportunity to identify and escalate priority issues, as well as identify customer service trends and provide feedback on system improvements. This position has a start date of July 25.

What you will do

Respond to all inquiries and requests received through customer service communication channels (email based).

Provide friendly communication in line with the brand in every customer interaction

Manage and respond to escalated tickets and provide billing support

Determine the best method to ensure customer satisfaction and compliance with company policies

Troubleshoot issues across multiple platforms to identify errors or problems and use judgment to determine priority and urgency

Ability/willingness to work during vacations and weekends.

What you should have

1 year of customer service experience, preferably with remote work experience

Experience with Zendesk (or similar CRM), Google Docs, Asana and Zoom.

Excellent written and verbal communication skills

Has strong problem solving skills, and is proactive in anticipating challenges and identifying resolutions

Must be detail oriented, has exceptional problem solving skills, and is able to multi-task

Is comfortable in a fast-paced work environment

Flexibility and willingness to learn

A dedicated and quiet workspace

We are committed to creating a diverse environment and prides ourselves on being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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