Job Description

Job Description

Job Description

Job Title : Customer Support Representative
Job Type: W2 Contract (3-Month Duration) - 30-hour weeks.
Schedule : Mon-Fri 8 am-5 pm (onsite training for 2 weeks) | Mon- Friday: 6 am to 12 pm
Pay : $18.00 - $20.00/hour
Location : Apple Valley, MN

Position Overview

The Customer Support Representatives are the first point of contact for educators and educational support staff. Working within a contact center environment, the role involves troubleshooting technical and product-related issues through calls, emails, and chats. Specialists ensure a positive experience for users of products and services, offering solutions tailored to varying levels of technical proficiency.

Key Responsibilities

• Provide first-level product and service support, including test preparation, session management, and report interpretation.
• Troubleshoot partner inquiries, guiding users through diagnostic procedures and replicating issues when needed.
• Document all partner interactions with detailed and accurate case notes in the CRM system.
• Create and maintain high-quality communication with partners and internal staff via email and messaging.
• Escalate advanced issues to Tier 2 support and alert management about product flaws.
• Leverage resources like the knowledge base and diagnostic tools to research and resolve incidents.
• Manage caseload to ensure timely and effective resolution, meeting quality and satisfaction metrics.
• Collaborate with subject matter experts to keep resources updated and accurate.
• Maintain flexibility to support products and perform additional duties as needed.

Skills and Abilities

• Strong problem-solving and troubleshooting abilities with a focus on technical processes.
• Effective organizational skills with the ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills for calm, tactful collaboration with partners.
• Growth mindset and adaptability to ambiguous situations.
• Time management skills to efficiently handle caseloads and meet deadlines.
• Familiarity with technical tools and the ability to learn new software.

Core Competencies

• Customer Focus : Deliver tailored, customer-centric solutions.
• Action-Oriented : Tackle challenges with urgency and enthusiasm.
• Collaboration : Build strong partnerships to meet shared objectives.
• Decision Quality : Make informed, timely decisions to drive results.
• Communication : Develop clear, audience-specific communication.

Education and Experience

• Required : High school diploma or equivalent.
• Experience : Minimum 2 years in a call center or technical product support role.

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