Note: The job is a remote job and is open to candidates in USA. Accylerate is seeking a Customer Support & Case Management Specialist to support customers within an education technology environment. The role manages complex and high-volume cases, resolves escalations, executes operational processes, and recommends improvements to customer service and case management workflows.
Responsibilities
- Become well-versed in Client SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations
- Establish a strong relationship with SSD Program and SSD Experience
- Communicate complex SSD Program policies effectively, via email response as well as in written case status format
- Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities
- Apply strong decision-making skills on and strong judgment about how to address complex requests and to de-escalate difficult customer interactions
- Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines
- Learn multiple customer service and operational system applications required to manage escalated SSD customer service cases
- Take a hands-on approach to determine root cause analysis of escalations
- Provide support of other work across the organization as needed to support shared goals
- Manage cases and execute SSD pre-administration processes that meet service level agreements
- Provide status on customer inquiries and trends within escalation categories
- Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
- Sustain continuous dialogue with colleagues in SSD Customer Care, SSD program and SSD product owner to identify issues and execute process improvements, quality checkpoints to ensure the highest quality service in supporting these processes
- Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
- Execute selected SSD post-administration processes
- Manage other self-assigned projects that arise through digital transformation and organizational method changes
Skills
- Seeking a Customer Support & Case Management Specialist with good experience handling complex customer issues, case management, and high-volume customer service operations
- The ideal candidate will have strong written communication, data entry, accuracy, and organizational skills, with proven experience managing customer inquiries and correspondence within established service-level timelines
- The candidate should be highly detail-oriented, as the role requires accurate data entry into customer databases and operational systems
- Experience with Salesforce and Smartsheet is required, along with proficiency in Microsoft Office tools, particularly Word, Excel, and PowerPoint
- 3-5 years experience leading and navigating complex customer issues and resolving those cases
- 3-5 years experience providing high quality support while managing assigned cases within service level agreements
- Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert, as a leader, independently, and as a member of the team
- Adept problem-solving skills, including using data to inform decisions and actions
- A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
- The ability to collaborate and provide guidance to teammates on complex cases
- The ability to navigate a rapidly evolving landscape
- Knowledge of Microsoft Office tools: Word, Excel, PowerPoint
- Familiarity with accommodations and/or disabilities a plus
Company Overview