Customer Solutions Specialist

Ascend Learning, LLC • Leawood, OR

3d • Remote

About The Position

The Customer Solutions Specialist is a client-facing role responsible for delivering consultative support and technical troubleshooting for supported software, including its features, functionality, and underlying technology. This role partners closely with customers to diagnose issues, identify platform gaps and limitations, and provide clear guidance, workarounds, and alternative solutions within established processes and guidelines. When issues require significant system changes or exceed team capabilities, this role escalates to appropriate teams for deeper analysis and resolution.

Requirements

• High school diploma or GED required
• 2+ years of customer-facing experience.
• 1+ years of experience in a customer support role for a web-based business or software application provider.
• A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues.
• Outstanding verbal and written communication skills, with a particular focus on telephone communication.
• Exceptional attention to detail and a highly organized approach to tasks and responsibilities in a fast paced environment.
• Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks.

Nice To Haves

• Bachelor’s degree preferred.
• Experience in the Medical Education market or with similar markets is a plus.
• Knowledge of customer relationship management (CRM) systems and ticketing software is a plus.

Responsibilities

• Provide prompt, effective responses to incoming customer phone calls and emails, ensuring a high quality support experience.
• Consult with clients to guide them on effectively using the platform to address their program’s specific needs or challenges.
• Advise on and configure data collection processes within client programs to ensure compliance with market accreditation requirements and guidelines.
• Ensure timely resolution of all customer issues and concerns.
• Stay updated on the company’s ever-changing range of products and services.
• Collaborate with internal teams to provide necessary support and assistance.
• Deliver first level technical troubleshooting, applying structured problem solving methods to diagnose and resolve issues efficiently.
• Engage customers in consultative problem-solving through detailed discovery conversations to understand needs, constraints, desired outcomes, and best practices.
• Identify platform gaps and limitations and recommend practical workarounds and alternative approaches aligned to customer goals.
• Apply strong troubleshooting skills to efficiently diagnose and resolve complex issues, coordinating cross-functionally to drive timely outcomes.
• Escalate issues requiring significant system changes, deeper investigation, or action beyond established guidelines to the appropriate teams, providing clear context and documentation.
• Identify and report unusual inquiry trends or system issues.
• Fully document each interaction with customers.
• Able to follow schedule and quickly communicate when out of schedule parameters.

Benefits

• Flexible and generous paid time off
• Competitive medical, dental, vision and life insurance
• 401(k) employer matching program
• Parental leave
• Wellness resources
• Charitable matching program
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED