Sr Customer Support Specialist

Ascend Learning, LLC•Leawood, KS

1d•Hybrid

About The Position

Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025. As a Sr. Customer Support Specialist, you will be responsible for assisting the Manager Team with the day-to-day oversight of a team of Customer Support Representatives. You will promote a professional mentor relationship with the Customer Support team, enforcing positive client interactions and adherence to operational guidelines. You will assist with the daily responsibilities of the Customer Support team, elevated call resolution, questions, concerns, or opportunities to the department best equipped to implement new products or process improvements that will be of value to the client base. You will require backing up the Customer Support Team on phone calls, chats and emails as needed.

Requirements

High school education or High School GED equivalent required.
1+ years of Customer Support experience
Ability to coach team members for optimal performance
Friendly and resolution-focused interpersonal skills
Strong verbal and written communication skills
Excellent collaboration and teamwork skills
Proven organizational and time management skills
Ability to keep up in a fast-paced environment
Strong attention to detail and ability to solve complex problems
Technical aptitude
Experience navigating various business systems to support customer inquiries
Openness to additional responsibilities
Ability to work an opening, 6am-3pm, or closing, 12:00pm-9:00pm, shift.

Nice To Haves

Bachelor’s degree is preferred.
Previous call center experience is preferred

Responsibilities

Assist with the Managers with leading the Customer Support team to reach department goals and company vision
Help ensure that the Customer Support team’s interactions with clients are positive and adhere to operational guidelines through coaching and mentorship
Identifies system and workflow improvements to enhance the team’s efficiency
Resolve incoming customer requests or inquiries via telephone, email or live chat and serve as a point of escalation for client resolution
Maintain a working knowledge of products, services, and policies within the business and train team members to effectively support the business
Assists in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
Documentation of inquiries and resolutions
Provide light technical support for customers
Identify and report unusual inquiry trends or system issues