Customer Service Agent

Riverside Insights

23h•Remote

About The Position

As a Customer Service Agent, you will be the first voice and trusted guide for the educators and administrators who rely on Riverside Insights every day, helping them resolve questions quickly so they can stay focused on the students they serve. At Riverside Insights, we work to grow the potential in every student, building research-backed assessments that help educators understand each learner's strengths and challenges. In this role, you make that mission tangible by ensuring every customer interaction is clear, responsive, and genuinely helpful. This role sits on our CX team and supports customers through phone, email, and ticket channels. You will resolve issues within established service-level agreements (SLAs), educate customers on platform features, and guide them toward self-service options like ecommerce ordering. Success in this role looks like steady ticket throughput, strong quality scores, and customers who feel supported and informed.

Requirements

Prior call center or customer service phone experience.
Strong professional communication skills, both oral and written.
Ability to multitask across systems, channels, and customer issues without losing accuracy.
Ability to meet deadlines and consistently hit daily ticket and coverage targets.
Proficiency with computers and standard support tools.
Reliable home internet with strong speed and stability for sustained phone and ticket work.
Strong time management, prioritization, and attention to detail.
Openness to QA feedback and a track record of acting on it.

Nice To Haves

Experience supporting customers in an education, edtech, or assessment-platform environment.
Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar).
Experience guiding customers toward self-service or ecommerce purchasing options.
Comfort explaining technical platform features in plain, customer-friendly language.

Responsibilities

Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines.
Maintain steady daily ticket throughput while delivering positive, solution-focused service.
Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours.
Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps.
Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service.
Review QA feedback and apply improvements to maintain strong quality scores.
Document tickets accurately and completely so that internal partners can pick up context without rework.
Participate actively in team and business unit meetings, contributing to a collaborative support culture.
Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.