Customer Support Specialist

Art of Problem Solving•San Diego, CA

7d•Hybrid

About The Position

As a Customer Support Specialist for AoPS Textbooks and Online Services (Online, BA, and VC), you will help provide an exceptional customer experience for students and parents across our online product offerings. Please note weekend work schedule: Thursday - Monday (weekends required, mid-week days off).

Requirements

Strong written and verbal communication skills
Strong interpersonal skills
Customer service experience
Motivated problem solver
Ability to organize and prioritize a varied workload
Ability to use multiple online platforms / computer applications in tandem
Must be able to work weekends
Must be legally authorized to work in the US
Unable to offer sponsorship, including STEM-OPT and H-1B.

Nice To Haves

Background in the education field with experience in mathematics, science, and/or programming a plus, but not required

Responsibilities

Respond promptly and accurately to “Tier 1” (General) customer inquiries through multiple channels including email, our online message boards, and phone.
Process “Tier 1” (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms.
Escalate “Tier 2” (Advanced/Technical), “Tier 3” (Supervisor), Academic Success, and other applicable inquiries to the appropriate person/inbox.
Develop and maintain a thorough understanding of all AoPS products (Online, BA, and VC).
Assist in moderating communication platforms such as class message boards, the AoPS Community, and AoPS Wiki to maintain a safe and productive environment for AoPS users.
Acknowledge and escalate customer complaints and feedback to appropriate teams/parties, as needed.
Communicate needed updates to public knowledge base or internal policies/procedures to Knowledge Management.
Interact with multiple departments within the company when needed to resolve a customer request, such as the Operations, School Staff, Curriculum, Warehouse, and Finance teams.