Customer Support Specialist

Customer Support Specialist

Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.

The Customer Support Specialist role is a full-time position that delivers high quality customer support across different communication channels according to defined procedures, respecting quality and time. This role is responsible for ensuring customer issues and requests are resolved in a timely manner, while maintaining a positive, empathetic and professional attitude at all times. A successful candidate is an excellent communicator, enjoys solving problems and has a passion for customer service. Their ability to interact professionally and expeditiously with customers is of the upmost importance. This position reports to the Customer Support Manager.

Essential Duties And Responsibilities :

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve issues
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Utilize knowledge base and training to accurately answer customer questions
• Research systems to find information to assist the customer
• Accurately document and process customer issue and resolution in appropriate systems
• Coordinate with other departments to resolve issues as applicable
• Escalate or redirect technical issues beyond experience level to the appropriate team or team member
• Escalate customer issues to management for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Meet or exceed all metrics and performance measurements
• Participate in ongoing proprietary product training and certification programs
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Qualification Requirements :

Education and / or Experience :

Specialized Knowledge Skills, and Abilities :

Pay range for this role : $35,000 - $40,000 USD

At Edmentum, we are committed to pay transparency. The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles. Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets. All compensation decisions are individualized and based on the specific circumstances of each candidate.

We also offer a comprehensive benefits package to support your overall well-being and work-life balance. This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December. Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally. Our goal is to provide a benefits package that helps you thrive in all aspects of life.

Edmentum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, status as a disabled, recently separated, Armed Forces service medal or other protected veteran ("covered veteran"), marital status, status regarding public assistance, sexual orientation or any other characteristic protected by applicable federal, state or local laws.