Note: The job is a remote job and is open to candidates in USA. TeachTown is seeking temporary Customer Support Specialists to join our Customer Support & Integration team from June - September. The role involves providing exceptional customer service, troubleshooting application issues, and ensuring a positive experience for customers by working closely with the Customer Success Managers and Account Managers.
Responsibilities
- Respond promptly to support requests including technical client inquiries, issue triage, and how do I requests via phone, email, tickets or chat in a professional manner
- Assist clients with product support
- Troubleshoot, analyze, and report product errors, failures, or malfunctions to the product team
- Manage a detailed record of client interactions and transactions, including useful comments and feedback, according to standard operating procedures
- Develop and maintain working knowledge of current products and services offered by TeachTown
- Investigate, resolve, and provide root cause analysis on reported application issues
- Effectively communicate timely updates to customers through the appropriate incident tracking tools
- Build and maintain knowledge of the database backend, integrations, and business flows to assist with technical issue investigation and resolution
- Help create technical documentation, including Knowledge Base articles
- Other duties as assigned
Skills
- 2+ years of successful experience in a support or customer service role, preferably in either SaaS or education technology
- 2+ years of experience working with software support in a corporate setting
- Working knowledge of remote service tools and help desk software
- Proven knowledge of customer relationship management best practices
- Proven analytical and problem solving skills
- Exceptional written and verbal communication skills
- Proven experience with effectively managing multiple assignments with a sense of urgency, structure, and attention to detail
- Proven experience working both independently and as part of a team and communicate at all levels of the company
- US work authorization is required
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