Customer Support Agent

ParentSquare

64d • $25 - $28

About The Position

A ParentSquare Customer Support Agent will have customer service and empathy in their DNA. You’re someone who is able to solve tickets quickly and efficiently without ever sacrificing the customer experience and will work on behalf of our customers with a passion for helping and going the extra mile. From parents to district and school administrators and teachers, you’re available for support via email, chat and phone. You’re our first line of communication for our customers and know our product inside and out to provide the best answers and solutions for our customers; should a problem require escalation, you’ll act as the intermediary during the escalation process to make sure no detail is missed. You know how important your assistance is to our success and our ability to continue to grow and strive to help our Customer Support team to continually improve.

Requirements

• Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
• Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
• Bring a proactive, self-motivated and positive attitude to work every day
• Multitask with excellent attention to detail and communication skills
• Quick learner, tech savvy, and a desire to learn in a dynamic startup environment
• Be able to work a flexible schedule, including early mornings or evenings and weekends

Responsibilities

• Answering incoming emails, live chats and phone calls
• Resolving product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system
• Resolving support issues quickly and efficiently
• Escalating tickets to the next tier support when unable to resolve
• Maintaining updated knowledge of all company products and services in order to provide adequate education to customers
• Collecting and recording customer feedback and information, and sharing with appropriate departments and team members
• Improving help articles
• Developing support materials
• Product testing
• Contributing to team effort by accomplishing related results as needed
• Attending all required customer service-related meetings
• Providing friendly and personalized service

Benefits

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 15 paid holidays, including your birthday

What This Job Offers

• Number of Employees: 51-100 employees