Seasonal Customer Support Agent
About The Position
We are hiring for our Seasonal Customer Support Team to help us deliver exceptional customer service during our high-volume back-to-school period! This is a ~6-month contract role, focused on resolving customer inquiries efficiently across email, chat, and phone while supporting our team through our busiest time of year. This is a great opportunity to ramp up quickly and gain hands-on experience with ParentSquare’s product, with the potential to transition into a full-time role based on performance and business needs, 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
- Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
- A proactive, self-motivated and positive attitude to work everyday
- Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
- Ability to multitask with excellent attention to detail and communication skills
- Quick learning skills, tech savviness, and a desire to learn in a dynamic startup environment
- Ability to work a flexible schedule, including early mornings or evenings and weekends as needed
Responsibilities
- Answering incoming emails, live chats and phone calls, resolving support issues quickly and efficiently and escalating tickets to the next tier of support when needed
- 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
- Maintain updated knowledge of all company products and services in order to provide adequate education to customers
- Collect and record customer feedback and information, and share with appropriate departments and team members
- Improving help articles and developing support materials
- Product testing
- Contributes to team effort by accomplishing related results as needed.
- Attending all required customer service-related meetings
- Above all, providing the friendly and personalized service of which ParentSquare prides itself
Benefits
- As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
