Customer Support Representative

Cambium Learning Group; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Cambium Learning Group is seeking a Customer Support Representative for a remote role in the United States. You will assist teachers and administrators, triage inquiries via phone, chat, and email, and educate customers on how to use our K-12 software solutions.

In this fast-paced customer-facing position, you will create and track cases in CRM, troubleshoot access issues, and relay product reports and feature requests to the development team.

Qualifications

• Experience in customer service or technical support through multiple communication channels (phone, email, chat services).
• Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.
• Ability and desire to learn new features and particulars of software applications.
• Excellent communication skills.
• Bilingual (Spanish/English) a plus!

Responsibilities

• Provides technical support to customers via phone, chat, email, and other channels.
• Educating teachers and administrators on how to use products.
• Create and update cases with customer inquiries via CRM systems.
• Troubleshoot application and access issues for customers as needed.
• Explaining reports and usage within programs to customers.
• Report defects and feature requests to development team.
• Continually improves technical knowledge and service skills.
• Continually improves company knowledge of products and services.
• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers.
• Has direct impact in making our customers successful through increasing their product understanding.

Skills

Customer service

Technical support

Multichannel support

Communication skills

Bilingual Spanish/English

CRM systems

Job description

Job Overview:

Our Customer Support Representatives provide the ongoing support and resources to ensure customers see ultimate success across our products and services! The ideal candidate has a passion for our purpose in the K-12 education industry and ensuring the highest level of customer satisfaction. If you are interested in joining our family of companies at Cambium Learning Group across Customer Support - learn more below and express your interest by submitting your resume!

Location:

USA, Remote

Job Responsibilities:

• Provides technical support to customers via phone, chat, email, and other channels

• Educating teachers and administrators on how to use products

• Create and update cases with customer inquiries via CRM systems

• Troubleshoot application and access issues for customers as needed

• Explaining reports and usage within programs to customers

• Report defects and feature requests to development team

• Continually improves technical knowledge and service skills

• Continually improves company knowledge of products and services

• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers

• Has direct impact in making our customers successful through increasing their product understanding

What we are often looking for:

• Experience in customer service or technical support through multiple communication channels (phone, email, chat services)

• Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.

• Ability and desire to learn new features and particulars of software applications

• Excellent communication skills

• Bilingual (Spanish/English) a plus!

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.