[Remote] Customer Service Agent

Note: The job is a remote job and is open to candidates in USA. Riverside Insights is dedicated to helping educators understand each learner's strengths and challenges through research-backed assessments. As a Customer Service Agent, you will be the first point of contact for educators and administrators, resolving their inquiries and ensuring a positive customer experience through various support channels.ResponsibilitiesResolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelinesMaintain steady daily ticket throughput while delivering positive, solution-focused serviceAdhere to assigned schedules and ensure full coverage of priority contact channels during peak hoursEducate customers on new platform features, updates, and best practices, translating technical concepts into clear next stepsProactively guide customers toward ecommerce ordering and reinforce the benefits of self-serviceReview QA feedback and apply improvements to maintain strong quality scoresDocument tickets accurately and completely so that internal partners can pick up context without reworkParticipate actively in team and business unit meetings, contributing to a collaborative support culturePursue ongoing professional development and apply new skills to improve customer satisfaction and resolution timeSkillsPrior call center or customer service phone experienceStrong professional communication skills, both oral and writtenAbility to multitask across systems, channels, and customer issues without losing accuracyAbility to meet deadlines and consistently hit daily ticket and coverage targetsProficiency with computers and standard support toolsReliable home internet with strong speed and stability for sustained phone and ticket workStrong time management, prioritization, and attention to detailOpenness to QA feedback and a track record of acting on itExperience supporting customers in an education, edtech, or assessment-platform environmentFamiliarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar)Experience guiding customers toward self-service or ecommerce purchasing optionsComfort explaining technical platform features in plain, customer-friendly languageBenefitsMedical, Dental, and Vision plansCompany paid basic life and AD and D insuranceCompany paid long-term disabilityPaid Parental LeaveSupplemental life insurance optionsCompany paid Employee Assistance Program (EAP)Retirement plan with discretionary company matchingFlexible Spending Account (FSA) and Health Savings Account (HSA) optionsPremium subscription to Calm for employee and dependents33 days of company paid time off (PTO, Holidays, Wellness Days)Flexible work arrangementsTuition Reimbursement ProgramCompany orientation and 30, 60, 90 Day OnboardingCompany OverviewRiverside Insights is a provider of educational and clinical assessments that play a key role in helping individuals elevate their learning. It was founded in 2018, and is headquartered in Itasca, Illinois, USA, with a workforce of 201-500 employees. Its website is https://www.riversideinsights.com.Company H1B SponsorshipRiverside Insights has a track record of offering H1B sponsorships, with 3 in 2025, 4 in 2024, 3 in 2023, 1 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.