About the Role
We’re seeking a Customer Support Associate to join our team for a temporary position from June 1, 2023 through October 31, 2023. This position will report to the Customer Support Manager.
If you have experience in customer service or technical support roles in a contact center environment and are seeking to keep growing your career within a welcoming and positive team, then this opportunity is for you!
This role will be remote in one of the approved hiring states detailed below.
In this role, you will
- Provide a remarkable support experience in every interaction –via phone and email– to the broad spectrum of subscribers who use BrainPOP on different platforms
- Assist subscribers with a variety of issues that include but are not limited to: diagnosing and troubleshooting technical issues, product usage questions, onboarding and product configuration, billing and subscription inquiries
- Perform thorough in-depth investigation into technical issues, identify the correct course of action, and log the steps taken to produce an accurate report of each issue and their resolution
- Cross-collaborate with internal departments (Implementation, Sales, Editorial, QA, Product, Marketing, Finance) to ensure the efficient resolution of issues
- Have constant interaction via Slack and Zoom with your peers and the team leadership to report emerging issues, request assistance, and prioritize or escalate user concerns
- Utilize your unique skills and abilities to make an impact on our team by collaborating in interesting and challenging projects within BrainPOP
You are
- An optimistic individual with strong interpersonal skills and outgoing personality
- Passionate about customer service excellence, with superb communication skills, comfortable breaking down complex technical concepts into easy-to-understand instructions
- A naturally curious person, with a passion for finding and resolving technical issues
- A self-starter with excellent organizational skills, able to work well independently and with multiple teams from different technical backgrounds
- Available from June 1, 2023 – October 31, 2023
On your resume
- 1+ years of experience in technical support or customer service roles in a contact center environment or virtual/remote teams
- Experience managing tickets in Zendesk (or similar) and JIRA
- Familiarity with Google Workspace applications (Slides, Sheets, Docs, etc) and Slack
- Familiarity with Salesforce and NetSuite
A strong plus
- Proficiency in a second language (Spanish)
Location
We can employ remotely out of the following approved hiring states:
- California
- Connecticut
- Florida
- Georgia
- Illinois
- Massachusetts
- Missouri
- New Jersey
- New York
- North Carolina
- Oregon
- Pennsylvania
- Tennessee
- Texas
The annual salary for this role is $45,000 – $52,000, depending on skills and experience. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If that is the case, the updated salary range will be communicated to you as a candidate.