Customer Support Representative

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

📋 Description

• Assist Parents via Video: Engage with families on Google Meet, listen to their concerns, and guide them through solutions in simple terms they can understand.

• Resolve Technical Issues: Diagnose common platform and login challenges, clarify what went wrong, and promptly help parents get back on track.

• Support Potential Families: Address inquiries from parents considering the program, including details about its functionality and the offerings of our campuses.

• Assist with Facility Inquiries: Direct parents to the appropriate information regarding our campuses and facilities, and follow up when additional answers are needed.

• Ensure Reliable Shift Coverage: Arrive for your scheduled hours, prepared to take calls. Our support operates around the clock, so consistent attendance is crucial.

• Maintain Accurate Records: Document each parent's needs and how you resolved them, ensuring the next representative has a comprehensive understanding.

⛳️ Requirements

• Fluent, Native English Speaker: You are a native English speaker and completely fluent, enabling parents to understand you easily during video calls, and vice versa.

• Technologically Proficient: You are adept with software, browsers, logins, and common tech issues. When something malfunctions, you can troubleshoot and explain the solution to someone who may not be tech-savvy.

• Patient on Calls: You remain composed with frustrated or confused parents and guide the conversation towards a resolution.

• Reliable Internet Connection: You possess a dependable, high-speed internet connection capable of supporting video calls without interruptions. This is a firm requirement for the role.

• Location: Remote (U.S.). Authorization to work in the U.S. is required.

• Bonus Points:

• Customer Support Experience: You have a background in support, help desk, or call center roles and understand how to manage a queue effectively.

• Comfortable on Camera: You feel at ease speaking to individuals over video and present yourself as warm and professional.

• Bilingual: You speak Spanish or another language in addition to English. While not mandatory, this is a significant advantage given the families we assist.

• Flexible Schedule: You are available to take overnight or weekend shifts, which aids us in maintaining complete coverage.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunity to work remotely from anywhere in the U.S.

• Gain valuable experience in customer support and technical troubleshooting.

• Work in a supportive and collaborative environment.