Customer Support Specialist

About the company

The organization is an education technology company focused on improving learning through innovative, technology-driven solutions. It creates flexible educational programs designed to support students and help educators deliver effective learning experiences. The company emphasizes innovation, teamwork, customer care, excellence, integrity, and ongoing improvement, and it operates as a remote-first employer with an emphasis on flexibility and work-life balance.

About the role

This position is for a Customer Support Specialist who will act as the main contact for customers and provide prompt, professional help through both inbound and outbound communication. The role involves identifying customer needs, resolving issues, and creating a positive experience with the company’s products and services. The right candidate should be comfortable working independently, adapting quickly, and maintaining a strong service mindset in a fast-moving environment.

Qualifications

• At least 2 years of experience in customer service, technical support, chat support, or administrative support in a contact center setting.
• A high school diploma or GED is required.
• An associate degree is preferred, or a comparable mix of education and work experience.
• Strong spoken and written communication abilities.
• Good working knowledge of Microsoft Office tools, especially Outlook and Word.
• Experience using Salesforce or another CRM platform is an advantage.
• Strong people skills and a genuine focus on customer satisfaction.
• Ability to work on your own and handle several tasks at once.
• Solid problem-solving, analytical, and detail-oriented skills.
• Willingness to work extended hours when required.
• Ability to learn new information quickly and adjust to changing systems and processes.
• Professional attitude, positive approach, and strong self-motivation.

Responsibilities

• Respond to inbound and outbound customer contacts in a polite, timely, and professional way.
• Listen carefully to customer concerns, understand what they need, and work toward efficient resolutions.
• Follow approved scripts, policies, and procedures to ensure consistent service quality.
• Protect the privacy and security of personal and sensitive information.
• Use internal knowledge resources and training materials to answer customer questions accurately.
• Investigate systems and data to locate information that helps solve customer issues.
• Record customer interactions, issue details, and resolutions in the relevant systems.
• Work with other teams to handle complicated cases and improve customer outcomes.
• Escalate unresolved or technical problems to the right team or manager.
• Continue learning through product training, certifications, and team meetings.
• Work toward first-contact resolution through strong communication and problem-solving.
• Meet or exceed performance and quality targets.
• Contribute positively to a team environment while managing individual duties.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan with company matching.
• Flexible time away, including paid holidays, floating holidays, and wellness days.
• Year-end winter office closure.
• Wellness resources and programs that support work-life balance.
• Training and certification opportunities for career growth.
• Inclusive and supportive workplace culture that values diversity.

Equal opportunity

The employer is committed to equal employment opportunity and considers all qualified applicants without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, veteran status, marital status, sexual orientation, gender identity, or other protected characteristics under applicable law. Reasonable accommodations are available for applicants with disabilities during the hiring process; assistance can be requested by contacting recruiting@edmentum.com.