Customer Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver responsive and high-quality customer support for designated Next Gen Web Solutions products.

• Conduct research on software-related issues, troubleshooting problems, and ensuring timely follow-up.

• Collaborate with clients to facilitate the adoption of new features and functionalities.

• Identify client challenges and relay insights to the Product Manager.

• Provide ongoing training for clients regarding product features and workflows.

• Clearly and effectively guide non-technical customers from diverse backgrounds in navigating complex software.

• Gain a thorough understanding of each client’s specific use case to customize training accordingly.

• Offer support to Sales and Product Management teams.

• Communicate client feedback and trends to the product team to aid in roadmap development.

• Collaborate with colleagues to continuously enhance support processes and documentation.

⛳️ Requirements

• Proven customer support experience with a track record of delivering exceptional service.

• Project management experience with the capability to handle competing priorities effectively.

• Experience in training end users.

• Minimum of 2 years of industry experience in Financial Aid, Scholarships, and/or HR.

• Proficiency in Microsoft Office applications, particularly Excel.

• Strong analytical abilities and technical orientation, including familiarity with Web Forms and the Internet.

• High level of systems acumen, including technical troubleshooting skills.

• Proven ability to follow through effectively and provide outstanding customer service.

• Excellent skills in prioritization, organization, and time management.

• Strong initiative to independently complete tasks and objectives.

• Capacity to thrive in a fast-paced environment and lead change effectively.

• Exceptional oral and written communication skills.

• Comfortable with knowledge of Internet system development and related processes.

• Ability to function as a team player and build good relationships with colleagues.

🏝️ Benefits

• Medical, dental, vision coverage.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Generous earned time off.

• 401K plan with student loan repayment options.

• Life insurance and Accidental Death & Dismemberment (AD&D) insurance.

• Employee assistance program.

• Employee stock purchase program.

• Tuition reimbursement opportunities.

• Performance-based incentive compensation.

• Short- and long-term disability benefits.

• Comprehensive wellness program.