Customer Services and Resources Specialist I

About the position

We are seeking a B2B Customer Support Specialist to join our dynamic customer support team. The ideal candidate will have a proven track record in client relationship management, preferably within a B2B environment. This role requires excellent communication skills, technical savvy, the ability to manage multiple clients effectively, strong problem-solving abilities, and a commitment to continuous improvement in service delivery.

Responsibilities

• Provide customer and operational support for clients, programs directors, proctors, and examinees using various exam delivery platforms to administer high and low-stake assessments.
• Maintain strong client relationships by addressing inquiries promptly and professionally.
• Collaborate cross-functionally with internal teams to investigate and resolve issues and deliver support solutions.
• Complete test administration tasks and deliverables within designated timelines to ensure seamless operations.
• Develop and refine best practices, support guidelines, knowledge base articles, and email templates to support test administration activities.
• Identify, investigate, and resolve registration, scheduling, and other pre-administration issues and inquiries.
• Provide time sensitive test-day phone support and initial troubleshooting of technical and non-technical problems that occur during testing.
• Document customer interactions in CRM, including details of inquiries and actions taken.
• Monitor, track, and follow up on open issues to ensure timely resolution.
• Review, investigate, and post incident reports for client review, and prepare test administration report for distribution to internal stakeholders.
• Perform business functions that support operational services according to established policies, procedures, and timelines.
• Actively participate in cross functional team meetings.
• Provide feedback to improve the efficiency of the customer service process and recommend potential improvements based on customer needs.

Requirements

• Strong problem-solving skills to gather and analyze data for troubleshooting and resolving customer issues.
• Maintain a strong customer focus and attention to detail and accuracy in all interactions.
• Demonstrate exceptional writing skills to clearly and concisely communicate with customers.
• Dedicated work ethic - reliable and accountable with excellent organizational and time management skills.
• Possess strong technical skills, with experience using CRM software (e.g., Salesforce), service management tools (e.g., JIRA, ServiceNow), and Microsoft Office.
• Demonstrated ability to quickly learn and adapt to new technologies, products, procedures, and software applications to support evolving customer needs.
• Excellent interpersonal skills. Adept and resourceful working independently and in a team environment.
• Demonstrated track record in client management, program management, or vendor support.
• Two or more years of relevant experience is required.

Benefits

• Healthcare, Dental, Prescription, and Vision plans
• 401(k) w/match
• Tuition Reimbursement Plan
• Commuter Benefit: Public Transit or Parking options
• Remote Friendly Workplace