Customer Support Specialist

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

📋 Description

• Deliver exceptional customer support via chat, phone, and email channels.

• Identify and resolve technical issues, guiding customers through solutions and escalating more complex cases to the QA and Development teams.

• Assist with subscription management inquiries, including account modifications and subscription-related questions.

• Respond to product inquiries and aid customers in utilizing products effectively.

• Enhance and maintain the customer knowledge base, which includes articles, FAQs, and self-service resources.

• Work collaboratively with Customer Success, Product, and other teams to convey customer feedback and pinpoint areas for improvement.

• Keep accurate records of customer interactions, support requests, and resolutions.

• Recognize recurring customer issues and propose enhancements to processes, documentation, or support resources.

• Achieve established service standards and support KPIs regarding response quality and resolution times.

⛳️ Requirements

• A minimum of 2 years of experience in customer support or a related field, preferably within SaaS, EdTech, or a technology-driven environment.

• Strong and effective communication skills, including the ability to explain technical concepts in understandable terms.

• Proven experience providing support to customers via chat, phone, and email.

• Ability to diagnose and resolve technical issues and customer inquiries.

• Familiarity with CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar tools.

• Experience in maintaining or contributing to customer-facing knowledge base content and self-service resources.

• Excellent organizational skills and attention to detail when managing customer interactions and records.

• Familiarity with AI tools to enhance workflow efficiency, knowledge management, research, or issue resolution.

• Experience in supporting customers within the education sector, including K–12 or higher education environments (desirable).

• Knowledge of cloud-based software products or EdTech platforms (desirable).

• Experience in identifying trends in customer issues and contributing to process enhancements (desirable).

• Understanding of customer support metrics and service-level performance measures (desirable).

• A degree or equivalent experience in education, business, or a related field (desirable).

🏝️ Benefits

• Competitive salary with opportunities for bonuses.

• Flexible work schedule options.

• Comprehensive health and wellness benefits.

• Flexible time-off policies.

• Opportunities for career advancement through development programs.

• A collaborative and innovative workplace culture.

• A Drug-Free Workplace.

• An Equal Opportunity Employer.