Remote Education Tech Support Specialist

Edmentum; United States; Remote; USD 38,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Volunteer time away

Winter office closure

Wellness resources

Job summary

Edmentum is a Remote First company focused on tech-enabled learning solutions in the United States. The Technical Support Specialist will deliver high-quality customer support across channels, troubleshoot complex issues, and serve as a subject matter expert for teammates.

The role emphasizes excellent communication, problem solving, and a strong customer-service mindset. Responsibilities include handling customer interactions, documenting issues, leveraging knowledge bases, coordinating with

Qualifications

• 5+ years of experience in customer service, technical support, or administrative support in a contact center environment.
• High School Diploma or GED required.
• Associate or Bachelor’s degree preferred, or equivalent combination of education and work experience.
• Excellent verbal and written communication skills required.
• Proficient in Microsoft Office (Outlook and MS Word).
• Experience with Salesforce, a plus.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve escalated technical issues.
• Serve as escalation point for technical issues beyond experience level of the Tier I team.
• Follow all required scripts, policies, and procedures.
• Manage strategic customer relationships (including priority customers).
• Comply with requirements surrounding confidential and personal information.
• Utilize knowledge base and training to accurately answer customer questions.
• Research systems to find information to assist the customer.
• Accurately document and process customer issue and resolution in appropriate systems.
• Coordinate with other departments to resolve issues as applicable.
• Escalate customer issues to management for resolution as needed.
• Ensure first call resolution through problems solving and effective call handling.
• Meet or exceed all metrics and performance measurements.
• Participate in ongoing proprietary product training and certification programs.
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
• Manage and execute assigned projects to enhance the customer experience within the organization.
• Identify and provide preliminary solutions to customer trends and elevate to management elevated accounts and overall product issues.
• Listen, gather, and analyze feedback from teams and report findings to Customer Support Management team.
• Serve as subject matter expert to the Tier I team and provide coaching and feedback through effective communication to help meet individual and department goals.
• Serve as a liaison to company leadership for strategic customer partnerships; anticipate problems and react accordingly to resolve them quickly and professionally.
• Adhere to all attendance and work schedule requirements.

Skills

Customer service

Technical troubleshooting

Communication skills

Problem solving

Time management

Education

High School Diploma or GED

Associate or Bachelor’s degree preferred

Tools

Salesforce

Microsoft Office

Outlook

MS Word

Job description

Edmentum is a Remote First company focused on tech-enabled learning solutions in the United States. The Technical Support Specialist will deliver high-quality customer support across channels, troubleshoot complex issues, and serve as a subject matter expert for teammates.

The role emphasizes excellent communication, problem solving, and a strong customer-service mindset. Responsibilities include handling customer interactions, documenting issues, leveraging knowledge bases, coordinating with