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Customer Support Specialist

The Customer Support Specialist collaborates and coordinates with customers, professional and customer services team members, and multiple Learning.com departments to provide phone-based and other remote technical and support assistance.

The Customer Support Specialist is responsible for providing tier-one phone and remote support and proactive usage and implementation communication and strategies for strategic customers as identified by the Director of Professional and Customer Services and other Learning.com staff. The successful Customer Support Specialist will be part of efforts to maximize department processes, team building, and customer tools.

The Customer Support Specialist is responsible for providing customer service as well as customer usage and implementation communications and strategies. The Customer Support Specialists helps the customer feel confident about product and service implementation, makes him / her feel comfortable asking questions, and helps the customer understand how to benefit most from the product. The Customer Support Specialist serves as a contact with the customers—especially with customers who are experiencing low usage or having difficulties implementing products, and serves as a customer advocate (reporting bugs and service issues, putting in feature requests in the CRM). The customer support specialist collaborates among departments to provide input on developing and refining Learning.com products and services.

Individual Responsibilities

External:

• Provides tier-one customer service/technical support and assists with implementation tasks (uploads, database clean-up, etc).
• Works directly with customers through email, phone, and other methods to identify and diagnose support and implementation issues and usage levels.
• Communicates with customers with low usage patterns and helps develop and implement strategies for improving usage and satisfaction.
• Compiles data regarding customer issues and determines appropriate actions and interventions based upon usage data, internal and customer feedback.
• Functions as "expert" within department on specific products and services.
• Documents all customer contact within CRM.
• Relays customer feedback to proper channels.
• Delivers remote support including phone and Web-Ex interactions with customers and Learning.com staff.

Internal:

• Communicates potential and real systemic issues to the lead professional services specialist for further investigation and resolution.
• Provides positive and negative feedback regarding usage patterns and implementation among customers to appropriate Learning.com staff
• Supports for sales team members and provides backup support for implementation specialists, professional services staff, and other Learning.com stakeholders as necessary.
• Maintains constant, consistent, well documented communication with identified regional sales representative(s) and with corresponding implementation specialists.
• Notifies appropriate sales representative of upsale opportunities.
• Prepares or assists in preparation of written materials (e.g. reports, memos, letters, updated specifications, etc.) for the purpose of documenting bugs, changes to software, service interruptions, or additions to technical guides.
• Maintains and update existing technical documents, files and records.

Team Responsibilities

• Collaborates with fellow professional services team members to insure department goals are met
• Assists to compile best practices
• Contributes to the creation of: implementation and support documents and strategies in collaboration with professional services team members
• Performs phone, remote, and some back up trainings
• Identifies customer requirements for successful implementation

Qualifications

• Thorough understanding of Learning.com products
• Excellent phone and customer-relations skills.
• Strong organizational and communication skills
• Thorough understanding of technology, especially as it relates to education and instruction
• Excellent writing, speaking, and presentation skills
• Prior experience making presentations, delivering training in remote environments
• Some public / private school experience preferred, especially in educational technology, mathematics and science
• College degree preferred
• Must be able to work as early as 6 am, Monday-Friday to accommodate Eastern Time Zone
• Able to install and configure software components
• Able to talk staff/clients through a series of actions - either face-to-face or over the telephone
• Must troubleshoot external system and network problems, diagnosing and solving basic hardware/software conflicts for clients
• Adhere to privacy policies, provide secure support
• Respond within agreed time limits to call-outs
• Prioritize and manage several open cases at one time
• Quickly establish a good working relationship with customers
• Troubleshoot and edit large spreadsheets and databases

Physical Demands
Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.

To apply for this position, please send cover letter and resume to jobs@learning.com.