Note: The job is a remote job and is open to candidates in USA. Ascend Learning is a healthcare and learning technology company that provides data-driven solutions across the learning lifecycle. The Customer Support Specialist responds to customer inquiries by phone, email, and online chat, coordinates issue resolution, provides first-level technical troubleshooting, and documents customer interactions.
Responsibilities
- Provide prompt and effective responses to all incoming phone calls, emails, and live chats
- Ensure timely resolution of all customer issues and concerns
- Stay updated on the company's ever-changing range of products and services
- Collaborate with internal teams to provide necessary support and assistance
- Provide first level technical troubleshooting
- Identify and report unusual inquiry trends or system issues
- Fully document each interaction with customers
- Able to follow schedule and quickly communicate when out of schedule parameters
Skills
- This position offers flexibility of remote work within the United States
- This position will cover the 9am-6pm CST hours with some Saturdays as well
- High School Graduate/GED Equivalent required
- 1+ Year Customer Service experience in a call center environment
- Comfortable with basic technical troubleshooting and device management
- A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues
- Outstanding verbal and written communication skills, with a particular focus on telephone communication
- Exceptional attention to detail and a highly organized approach to tasks and responsibilities
- Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks
- Ability to keep up in a fast-paced environment
- Technical troubleshooting ability
- Openness to learning new policy, products, additional responsibilities
- Bachelor's degree or equivalent preferred
Benefits
- Health, dental, and vision insurance
- Company paid life Insurance
- 401(k) with company match
- Paid time off and parental leave
- Employee assistance program
- Other wellness programs such as Headspace and Airvet
- Charitable matching program
- Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.
- This position offers flexibility of remote work within the United States.
Company Overview