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Customer Support Specialist

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Location
United States
SchooLinks

Job Description

The Schoolinks Customer Success Team is continuing to grow as we bring on new customers. We're looking for a Customer Support Specialists to continue to build out our team providing world class customer support.

Responsibilities

  • Manage incoming customer inquiries and perform root cause analysis to understand what problems user is facing.
  • Customer inquiries will be handled over live chat and email.
  • Create collateral and training videos for new features.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Take the extra mile to engage customers.
  • Occasional night chat support

Requirements

  • 2-3 years of customer service experience in SaaS
  • Ability to clearly communicate both verbal and written to customers.
  • Proven customer support experience or experience as a client service representative
  • Experience working with various systems such as, Intercom, ticketing systems, video software, etc.
  • Experience working with Django and Jira is a nice thing to have.
  • Ability to multitask, prioritize, and manage time effectively.
  • Looking for someone in the Eastern time zone preferably.

Benefits

    • 100% health care coverage
    • 401K with matching
    • Dental & Vision
    • Parental Leave
    • Subsidized gym membership
    • Annual team offsite
    • Unlimited snacks, coffee, tea (in-house only)
  • SchooLinks is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Advice from our career coach

A successful applicant for the Customer Support Specialist position at Schoolinks should know that this role requires strong communication skills, experience with SaaS customer service, and the ability to handle customer inquiries over chat and email. To stand out as an applicant, you should highlight your previous experience in customer support, ability to multitask and prioritize, and familiarity with systems like Intercom and ticketing software.

  • Highlight 2-3 years of customer service experience in SaaS in your resume or cover letter.
  • Showcase your ability to communicate clearly and effectively, both verbally and in writing.
  • Demonstrate your experience with systems such as Intercom, ticketing systems, and video software.
  • Emphasize any experience with Django and Jira as an added advantage.
  • Showcase your ability to multitask, prioritize tasks, and manage time effectively.
  • If you are in the Eastern time zone, be sure to mention it as a preference in your application.

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About the job

Apr 24, 2024

Full-time

  1. US United States
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