Customer Support Representative

Stukent; Idaho Falls (ID); On-site; USD 35,000 - 55,000; Full time

Job summary

Stukent is seeking a Customer Support Representative to advocate for the user experience. You will provide high-energy, empathetic, and technical help across email, chat, and phone to ensure instructors can teach seamlessly and students navigate simulations without friction. Location is on-site in Idaho Falls, Idaho.

Open availability for 8-hour shifts between 6:00 AM and 7:00 PM with occasional weekend work. Evening/weekend options are also available.

Qualifications

• 1+ years of experience in a customer-facing position.
• Ability to be patient with frustrated customers.
• Strong communication skills, both written and verbal.
• Ability to remain calm and keen in stressful situations.
• Excellent typing skills.
• Proficiency in Microsoft Office and Google Workspace tools.
• Ability to handle multiple channels of customer requests simultaneously.
• Previous support/service experience with phones, email, and chat preferred.

Responsibilities

• Respond professionally to customer inquiries via phone, email, or tickets.
• Maintain excellent communication in all interactions.
• Search for solutions and escalate when needed.
• Handle upset customers calmly and escalate to a supervisor as appropriate.
• Improve customer experience through professional representation and innovation.
• Familiarize yourself with Stukent's courseware and simulations during non-peak hours.
• Perform miscellaneous duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Technical troubleshooting

Tools

Microsoft Office

Google Workspace

Job description

Description

The Customer Support Representative is the primary advocate for the Stukent user experience. This role focuses on providing high-energy, empathetic, and technical assistance across various communication channels (email, chat, and phone). You will be responsible for ensuring that instructors can teach seamlessly and students can navigate their simulations without friction. Whether it's troubleshooting an LMS integration or guiding a first-time user through a digital courseware setup, your goal is to turn potential frustration into a positive interaction.

Location: On-Site in Idaho Falls, Idaho

Full-Time Schedule: Open availability to work 8-hour shifts scheduled between 6:00 AM and 7:00 PM. Willingness to work occasional weekend shifts (Saturdays and/or Sundays) as assigned.

Part-Time Schedule: Evenings & Weekends. Monday - Thursday from 5:00 pm to as late as 10:00 pm, Saturdays from 12:00 pm to 4:00 pm, Sundays from 6:00 pm to 10:00 pm. Specific availability varies by time of year.

Essential Duties and Responsibilities

• Respond professionally to customer inquiries, whether through phone calls, emails, or support tickets.


• Maintain excellent communication, both written and verbal, in all customer interactions.


• Address customer issues by actively searching for solutions, which may involve collaborating with other support team members or escalating problems to other departments.


• Handle upset customers calmly and patiently, escalating issues to a superior when appropriate.


• Improve the overall customer experience through professional representation and the implementation of innovative ideas.


• Continuously learn and familiarize yourself with Stukent's courseware and simulations during non-peak hours.


• Perform miscellaneous job-related duties as assigned.

Requirements

• 1+ years of experience in a customer-facing position.


• Ability to be patient with frustrated customers.


• Strong communication skills, both written and verbal.


• Ability to remain calm and keen in stressful situations.


• Excellent typing skills.


• Proficiency in Microsoft Office and Google Workspace tools.


• Ability to handle multiple channels of customer requests simultaneously.


• Previous support/service experience with phones, email, and chat preferred.

At Stukent, we are committed to fostering a diverse and inclusive workplace. We believe that diverse teams bring a wealth of perspectives, ideas, and experiences that drive innovation and better outcomes for our customers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability status.