Client Support Specialist

TL;DR

Client Support Specialist (K-12 CMS): Provide technical support to schools via ticketing, phone, chat, and social media, investigating and resolving issues with an accent on client relationships and product updates. Focus on troubleshooting software bugs, delivering training and best practices, and escalating complex cases.

Location: 100% Remote - Anywhere within the US. Must be a permanent resident of the United States with continued residency required.

Salary: From $40,000 to $60,000 per year

Company

Community relationship management platform for K-12 schools with websites, communications, mobile apps, enrollment, and marketing services, trusted by over 7,000 schools worldwide.

What you will do

• Support clients via ticketing, phone, chat, and social media channels in a timely manner
• Stay up to date on new product features, improvements, and web trends through blogs, articles, and training
• Provide support, training, best practices, and implementation assistance across CMS and product suite
• Troubleshoot issues, create detailed bug reports, and product enhancement requests
• Participate in daily team stand-ups on challenging tickets, bugs, and key items
• Handle incoming calls, summarize, and escalate as needed while strengthening brand through product knowledge and service excellence
• Be available for occasional on-call support for client emergencies

Requirements

• 2+ years of customer support/service experience
• Permanent and continued residency in the United States required
• Familiarity with database management
• Understanding of differences between various web browsers
• Skill in using personal computer and MS Office products
• Creative, outside-the-box thinking
• Knowledge of modern office procedures, business communication standards, and ability to handle recurring problems
• Strong interpersonal skills and attention to detail
• Self-starter

Culture & Benefits

• 100% remote work within the US
• Equal opportunity workplace and affirmative action employer
• Commitment to inclusion and reasonable accommodations for disabilities