Remote Customer Support Specialist – Education Tech

TrulyHired; Washington (District of Columbia); On-site; USD 45,000 - 48,000; Full time

Job summary

Great Minds is seeking a Customer Support Representative to deliver high-quality, pre- and post-sales support for educators and schools, leveraging Salesforce to track interactions and resolve issues efficiently.

The role emphasizes problem-solving, process improvements, and strong communication, with a focus on remote PST-hours coverage and collaborative work across Logistics, Operations, and Sales teams.

Qualifications

• 3 years of customer service experience in a fast-paced environment.
• Ability to resolve inquiries and drive issues to resolution across multiple teams.
• Strong analytical and reporting skills with Salesforce and MS Office.
• Excellent communication, organization, and time-management skills.
• Self-motivated and adaptable to evolving priorities and systems.

Responsibilities

• Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information.
• Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery.
• Monitor and analyze customer support trends to identify recurring issues and recommend process improvements.
• Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows.
• Contribute to the creation and refinement of SOPs, email templates, and knowledge base documentation.
• Demonstrate a thorough understanding of Great Minds products, services, and policies to deliver accurate information.
• Communicate clearly and promptly with both customers and internal stakeholders.
• Maintain accurate and detailed records of customer interactions in Salesforce.
• Participate in cross-functional initiatives that enhance customer experience and operational efficiency.

Skills

Customer service

Communication

Analytical skills

Problem-solving

Education

High School Diploma or equivalent

Tools

Salesforce

Smartsheet

SharePoint

NetSuite

Microsoft Office

Job description

Great Minds is seeking a Customer Support Representative to deliver high-quality, pre- and post-sales support for educators and schools, leveraging Salesforce to track interactions and resolve issues efficiently.

The role emphasizes problem-solving, process improvements, and strong communication, with a focus on remote PST-hours coverage and collaborative work across Logistics, Operations, and Sales teams.