Customer Support Specialist

Job Overview:

As a Learning A-Z Customer Support Specialist you will participate in some of the most vital parts of the customer journey – You will be the first-responder for Learning A-Z’s valued educators, troubleshooting and resolving issues .

This role is the face of our customer experience and delivers the most effective, efficient and empathetic support in the industry. This role requires a special combination of high-level communication skills, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our clients on a daily basis, become a resident expert on all facets of our platform and the broader ed tech industry, and work cross-functionally with Marketing, Sales, Customer Success, Professional Services, and Engineering to bring the voice of the customer to everything we do. Your core responsibility will be communicating with Learning A-Z educators via live chat to provide effective, efficient and empathetic resolutions.

Job Responsibilities:

Communicate with Learning A-Z educators primarily via chat owning the interaction from initial inquiry to resolution

Raise recurring customer concerns and issues with recommendations to internal teams

De-escalate and effectively engage with occasionally frustrated customers to address their issues and ensure they feel seen, valued and heard

Navigate billing matters such as providing copies of invoices, simple billing inquiries, or other billing matters as they arise post-activation

Perform in a high energy, collaborative and customer first team culture centered around delivering an efficient, effective and empathetic experience for all customers

Support and advise our educators on best-practices with Learning A-Z products

Assist clients with urgent needs and help usher them to the best solutions and across the platform and beyond as efficiently as possible

Act as first line of defense and support triaging & debugging issues

Share Self-Serve options with customers such as webinars, walk-me videos, and knowledge base articles when applicable

Update account information such as license coordinator updates or other administrative account changes

Escalate or re-route matters interdepartmentally as needed

Document customer feedback and submit feature requests

Job Requirements:

2 years’ experience in client-facing support role

Active listening and reading comprehension in order to appropriately respond to customer needs

Ability to multitask and handle multiple customer inquiries at once

Demonstrated typing and chat skills

Experience supporting Software as a Service, web browsers, networking values, application support, hardware device support such as phone, tablet, laptop and desktops

Ability to problem solve, troubleshoot customer product challenges

Ability to quickly learn new features and particulars of software applications

Demonstrated ability to work collaboratively and is team-oriented

Ability to work with customers at all levels of technical expertise and provide support accordingly

Ability to work with diverse personalities, de-escalate issues when they arise with internal and external customers

Must be self-directed and pro-active

Familiarity with case tracking and customer relationship management software. experience with Salesforce and Intercom preferred