Offer summary

Qualifications:

2-3 years of customer service experience in SaaS., Ability to communicate clearly both verbally and in writing., Experience with systems like Intercom, ticketing systems, and video software., Familiarity with Django and Jira is a plus..

Key responsabilities:

Manage incoming customer inquiries and perform root cause analysis.

Handle customer inquiries via live chat and email.

Create training materials for new features and handle customer complaints.

Keep records of customer interactions and ensure timely resolution.

Job description

The Schoolinks Customer Success Team is continuing to grow as we bring on new customers. We're looking for a Customer Support Specialist to join our team providing world class customer support.

*THIS POSITION MUST BE BASED IN PACIFIC STANDARD TIME AND WORK PST HOURS!*

Responsibilities

Manage incoming customer inquiries and perform root cause analysis to understand what problems user is facing.
Customer inquiries will be handled over live chat and email.
Create collateral and training videos for new features.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
Take the extra mile to engage customers.
Occasional night chat support

Requirements

2-3 years of customer service experience in SaaS
Ability to clearly communicate both verbal and written to customers.
Proven customer support experience or experience as a client service representative
Experience working with various systems such as, Intercom, ticketing systems, video software, etc.
Experience working with Django and Jira is a nice thing to have.
Ability to multitask, prioritize, and manage time effectively.

Benefits

100% health care coverage
401K with company matching
Dental & Vision
Parental Leave
Subsidized gym membership
Annual team offsite

A reasonable estimate of the on track earnings range for this position is $50,000 - $6,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.

SchooLinks is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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