Customer Support Specialist

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

📋 Description

• Provide support to customers while adhering to FAD service level standards.

• Process domestic orders for fulfillment within 24 hours of receipt.

• Process international orders for fulfillment within 48 hours of receipt.

• Address 90% of incoming calls within a 3-minute timeframe.

• Respond to all emails and technical tickets within one business day.

• Keep product knowledge up to date.

• Manage phone, email, and electronic orders and inquiries within 24 hours.

• Interact professionally with instructors and students to address inquiries.

• Resolve technical support inquiries related to products while educating customers about them.

• Communicate effectively across various departments.

• Maintain an organized email and electronic filing system for different references and reports.

• Assist with special projects and reports as required.

⛳️ Requirements

• Preferred 2+ years of experience in customer care and/or technical support.

• Ability to exhibit professional and courteous customer service etiquette.

• Proficient in MS Office applications.

• Experience with CRM systems is a plus.

• Capable of managing multiple devices, applications, and software programs simultaneously.

• Ability to proactively address concerns in a prompt, courteous, and professional manner.

• Demonstrate personal integrity, a strong work ethic, and the ability to de-escalate discussions.

• Strong organizational, communication, and time management skills necessary to maintain self-directed work in a team setting.

• Excellent problem-solving abilities.

• A conducive home office environment is required, as a quiet background is essential to provide the best customer experience.

🏝️ Benefits

• Opportunity for remote work.

• Half-day Friday schedule from April through October.

• Generous paid time off (PTO).

• Retirement benefits.

• Life and disability insurance.

• Comprehensive healthcare benefits.

• Wellness initiatives offered.

• Family benefits included.

• Tuition and professional development reimbursement available.