Customer Support Agent

As a Customer Support Agent on the Clinical team, your mission is to provide the best-in-class support that Riverside Insights customers depend on to effectively serve their clients. To do so, you will be responsible for meeting and exceeding SLA KPIs, meeting and exceeding goals, delivering WOW to customers, exemplifying our Stronger Together core value alongside colleagues, and collaborating with leads to ensure the voice of the customer is represented.

In this role you will get to:

• Pursue a consistent “best-in-class” customer experience across all contact channels, including phone, chat, and tickets which includes consistent coverage by staying in available when scheduled, and actively monitoring incoming customer interaction and internal communication (including Outlook, Slack)
• Ensure tickets are resolved within SLAs
• Engage and effectively collaborate with fellow customer support agents, related teams, and leads to 1) understand what business unit priorities are and 2) offer an important frontlines perspective by elevating the voice of the customer.
• Reactively and proactively incorporate lead feedback and direction into CX processes.
• Be a highly engaged team member
• Pursue at least 1 key initiative/year to support individual career pathing efforts
• Consistently attend and participate in 1:1s and small group huddles with team members to promote community

Disclaimer 
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

• Ability to follow and reach target outcomes and benchmarks set by leadership
• Comfortable navigating basic technical systems to extract/interpret insights and act on them
• Experience with supporting customers (or students!) in a prior role
• Effectively train and acquire knowledge on products and processes and subsequently apply that knowledge in the role
• Consistent attendance and interaction of 1:1s to participate in a regular coaching routine
• Show a genuine interest in contributing to a positive, inclusive, and nurturing work environment while benefitting from direct, constructive feedback
• Embody a growth mindset for self
• Ability to think outside of the box and willingness to adapt
• Strong written, verbal, and non-verbal communication skills and emotional intelligence
• Effective communicator who is resourceful in researching information, as well as having the confidence to collaborate and ask others for assistance  

Physical Requirements for this position 

• Remote 
• 10% travel for off-site team meetings 
• May require stationary positions (sitting or standing) for extended periods.

Benefits

• Medical, Dental, and Vision plans 

• Company paid basic life and AD&D insurance 
• Company paid short-term and long-term disability 
• Supplemental life insurance options 
• Company paid Employee Assistance Program (EAP) 
• Retirement plan with discretionary company matching 
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options 
• Company paid time off (PTO) 
• 11 company paid holidays and two floating holidays 
• Flexible work arrangements 
• Work-from-home expense reimbursement 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

 
Who is Riverside Insights? 

Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for.