Customer Support Specialist (Temp)

Carnegie Learning, Inc.; Dallas (TX); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company in K-12 education technology is seeking a customer advocate to join their Customer Support team. This temporary role involves providing exceptional support for Math, Language Arts, and Computer Science products, helping customers understand and utilize educational materials effectively. The ideal candidate will possess strong communication skills and a proactive approach to problem-solving, contributing to customer satisfaction and loyalty.

Benefits

401k Retirement Plan

Employee assistance program

Generous time off and holidays

Variable compensation opportunities

Business casual environment

Flexible remote working hours

Qualifications

• 0-1+ years in customer service, preferably online support.
• Experience with educational software or a background in education is preferred.

Responsibilities

• Provide first-level support via phone, email, and chat.
• Assist in onboarding new and returning customers.
• Troubleshoot and document school and district-level issues.

Skills

Verbal communication

Written communication

Problem-solving

Time management

Organizational skills

Technical comfort

Job description

Carnegie Learning is seeking a customer advocate to join our Customer Support team. We have offices in Pittsburgh and Tucson, but you're welcome to work from anywhere with an internet connection!

About Us

We're committed to transforming the classroom, putting better learning within reach for both teachers and students. Our Customer Support Specialists play a significant role in customer satisfaction and student achievement by helping teachers, administrators, students, and parents throughout the country use our educational materials. We provide feedback to our product team and drive customer success, making our support team a key part of our success.

Role Overview

This is a temporary position lasting approximately 4-6 months, with flexibility based on performance and company needs. You will assist customers with our Math, Language Arts, and Computer Science products via phone, email, and chat, providing excellent support and building long-term relationships.

Responsibilities

1. Provide first-level support via phone, email, and chat in a timely and friendly manner.
2. Answer, research, and resolve customer issues at first and second levels.
3. Assist in onboarding new and returning customers.
4. Become an expert on Carnegie Learning product features.
5. Educate and empower customers to understand our products better.
6. Create, translate, and maintain customer-facing and internal documentation.
7. Troubleshoot and document school and district-level issues.
8. Escalate critical support issues appropriately.
9. Share knowledge and discuss best practices to develop the support profession.
10. Increase customer satisfaction and loyalty through exceptional support.

Qualifications

1. Excellent verbal and written communication skills.
2. Logical and critical problem-solving abilities.
3. 0-1+ years in customer service, preferably online support.
4. Experience with educational software or a background in education is preferred.
5. Effective time management and organizational skills.
6. Comfort with technology and basic understanding of internet and computer systems.

Ideal Candidate Traits

• Enjoys making things easier for customers and colleagues.
• Energized by helping and empowering people.
• Curious and eager to learn new methods.
• Positive attitude and optimistic outlook.
• Proactive in offering solutions and constructive feedback.
• Comfortable with fast-paced, uncertain environments.

Our Purpose and Benefits

Carnegie Learning is a leader in K-12 education technology, offering research-based curriculum and professional learning solutions. We foster an environment that values innovation, diversity, and relentless pursuit of our mission.

• Named a Pittsburgh Top Workplace five years in a row.
• 401k Retirement Plan.
• Employee assistance program.
• Generous time off and holidays.
• Variable compensation opportunities.
• Business casual environment.
• Flexible remote working hours.

Our Values

We celebrate diversity and believe that inclusive teams address industry challenges more effectively. Carnegie Learning is an Equal Opportunity Employer.