Customer Support Specialist

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. Work hours are EST-based, so EST applicants or CST morning people are highly preferred

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.