[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. The Customer Support Specialist will handle customer interactions, resolve issues, and ensure customer satisfaction in a remote-first environment.ResponsibilitiesHandle inbound and outbound customer interactions in a courteous, timely, and professional mannerListen to customers, understand their needs, and resolve issuesFollow all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationUtilize knowledge base and training to accurately answer customer questionsResearch systems to find information to assist the customerAccurately document and process customer issue and resolution in appropriate systemsCoordinate with other departments to resolve issues as applicableEscalate or redirect technical issues beyond experience level to the appropriate team or team memberEscalate customer issues to management for resolution as neededEnsure first call resolution through problems solving and effective call handlingMeet or exceed all metrics and performance measurementsParticipate in ongoing proprietary product training and certification programsAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirementsSkills2+ years of experience in customer service, technical support, chat, or administrative support in a contact center environmentHigh School Diploma or GED requiredExcellent verbal and written communication skills requiredProficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) requiredExhibit a passion for exceptional customer serviceDemonstrate professionalism and a positive attitudeShow strong initiative and ability to self-manageDemonstrate effective written and oral communication skillsShow ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environmentDemonstrate excellent problem solving, analytical skills and strong attention to detailDemonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talkAssimilate and apply new job-related information in a timely mannerSet high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasksEmbrace working in a collaborative team environment, but can manage themselves independentlyWillingness to work extended hours as neededAssociate degree preferred, or equivalent combination of education and work experienceExperience with Salesforce, a plusBenefitsMedical, dental, and vision insurance with various plan optionsA 401(k) retirement plan with company matchingA flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of DecemberResources to promote wellness, ensuring you have the support you need both professionally and personallyCompany OverviewEdmentum provides online learning programs to drive student achievement for academic and career success. It was founded in 1989, and is headquartered in Bloomington, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is http://www.edmentum.com.