CollegePlannerPro is seeking a Customer Success Specialist from late January to early August 2024 to cover some of our customer support needs during an employee’s parental leave period. We are seeking either one full-time (40 hrs per week) temporary employee or two part-time (20-25 hrs per week) temporary employees during this time.
CollegePlannerPro (www.collegeplannerpro.com) is the leading and most trusted end-to-end software solution for Independent Educational Consultants. We are seeing a tech-savvy individual with strong experience in customer support who can provide written and oral troubleshooting assistance and training to our software users, among other tasks.
IMPORTANT: This is a temporary position. You must be authorized to work as a W-2 employee in the United States (no foreign sponsorships).
Compensation: $20.00 – $30.00 per hour depending on experience
Benefits: Work from home
Schedule: Monday to Friday, ~9am-5pm in your (US) time zone (if full-time)
Work Location: Fully remote but US-based is best for time zone compatability; our operational team is based on Southern California and the large majority of our customers are located in the US.
Professional References: May be requested in later stages of hiring
Job Responsibilities:
Learn the ins and outs of the CollegePlannerPro platform (via a combination of self-learning and provided training) in order to be competent in assisting customers on functionality and resolving issues
Respond to inbound customer support requests, mostly in written form, in a timely, friendly and professional manner
Research customer-reported issues, escalate when requiring further support, and update customers on issue resolution from start to finish
Update and maintain the CollegePlannerPro Knowledge Base of support articles, as necessary
Periodic research-based tasks related to college data and statistics
Conduct occasional training calls (typically one-on-one via Zoom) with customers to better understand pain points and resolve issues
Field customer feature/enhancement requests and report details to product team
Manage company marketing posts on social media (Facebook, LinkedIn, Twitter, etc.)
Attend weekly check-ins and other meetings as required
The ideal candidate:
Has excellent professional written and oral communication skills
Is comfortable and savvy using cloud-based software, has experience and confidence troubleshooting software issues
Has at least 2 years of customer support experience, ideally in software support
Is able to multi-task and manage one’s own time effectively
Has at least 2 years of remote work experience
Is familiar with the US college admissions industry
Has experience with: Zendesk, Slack, GSuite, Hubspot, major social media platforms