Support Specialist (US-Remote)

Odyssey

1d • Remote

About The Position

At Odyssey, our Mission is to enable access to high-quality education across the U.S. regardless of income. We do that by making Education Savings Accounts (ESAs) and microgrant programs accessible to parents and vendors, enabling millions of students across the country to choose their own education paths on the Odyssey platform. At Odyssey, our technology powers programs that collectively support more than 140,000 students across the US in accessing more than $400 million in state funding.
As a Support Associate, you will be the frontline of our customer support team, providing exceptional service to our users. You will handle customer inquiries, resolve issues, and ensure a positive experience for parents, students, school administrators and vendors. This role requires strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced environment.

Requirements

• Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.
• Experience with Zendesk or a similar contact management system is required.
• 3+ years of experience in a customer support role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Customer-focused with a positive attitude and professional demeanor.
• Ability to work independently and as part of a team.
• Proficiency in using customer support software and tools.
• Fluent in English
• High school diploma or equivalent; additional education or certifications are a plus.

Nice To Haves

• additional fluency in Spanish is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, SMS, and chat in a timely and professional manner.
• Resolve customer issues and complaints, escalating complex cases as needed.
• Provide accurate information about the ESA and microgrant programs Odyssey serves.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with team members to improve processes and enhance the customer experience.
• Participate in training and development opportunities to enhance skills.
• Meet performance targets and contribute to team goals.
• Stay up-to-date with company policies and product knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees