Customer Engagement Specialist
About The Position
We’re seeking a Customer Engagement Specialist to join our mission-driven edtech team and empower educators through exceptional support. In this remote role, you’ll work directly with users, classroom teachers, and district administrators, guiding them to succeed with our innovative learning products. You’ll collaborate closely with our team to troubleshoot issues, share user feedback, and continuously enhance the customer experience. This position is primarily remote, with occasional travel to meet customers in person and represent edclub at educational conferences and trade shows. To set you up for success, we provide training on our products and ongoing support from a collaborative team passionate about improving education through technology.
Requirements
- Solid verbal and written communication skills.
- Ability to speak with confidence and energy over the phone
- Excellent virtual presentation skills
- Proficient with Excel, Word, and Google Docs
- Telephone skills, fielding calls and requests from customers
- Ability to type 50 WPM +
- Good organization skills
- Ability to work both independently (with direction) and with a team
- Bachelor's degree preferred
Responsibilities
- Maintain a thorough knowledge of TypingClub and other edclub products.
- Provide excellent customer service by answering customer questions over email, tickets, and phone.
- Provide a professional and pleasant ordering experience for customers.
- Provide support to customers by resolving problems with regard to the product, billing, or taking orders.
- Coordinate efforts with other teams and teammates to resolve issues quickly.
- Perform root cause analysis for each issue, escalating as necessary.
- Document and track issues in the software.
- Provide training and documentation for trending issues.
- Assist in improving the quality of the software by examining new features and providing feedback.
- Update our support help forum with relevant and repeated support topics.
- Help with logistics and setup of trade shows.
- Attend to high-value customers that are assigned to you.
Benefits
- Free medical, dental, and vision insurance for employees
- Short-term disability
- Long-term disability
- Life Insurance and AD&D
- Employee Assistance Program focused on mental and emotional wellbeing
- 401(K) Safe Harbor Plan
- Generous and flexible paid time off for vacation, sick leave, and bereavement
- Paid Parental Leave Plan
- Top of the line quality IT equipment, support, standing desks, and accessories
- Travel, parking, and Metro allowance
- Flexibility and remote work availability
- Onsite group meals & snacks and yes, a treadmill desk!
- Casual attire and a stress-free, inclusive work environment
- On and offsite company events
- Fun and exciting wins!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
