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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 erse 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

Why Work With Us?

When you work with Learning A-Z, you’ll be helping students across the globe develop the comprehension, curiosity, and continued joy of learning they need to succeed in today’s world.

We’ve been awarded numerous accolades from a wide variety of edtech organizations. Our flagship products Reading A-Z, Raz-Kids, and Raz-Plus are beloved by teachers and students alike, and are currently used by approximately 1/5 of public students in the United States.

To learn more about our organization and the exciting work we do, visit www.learninga-z.com.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability