Seasonal Customer Support Agent
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Job Description
Seasonal Customer Support Agent at ParentSquare addressing customer inquiries via email, chat, and phone. Efficiently resolving issues during high-volume back-to-school period with potential for full-time transition.
Responsibilities:
- Answering incoming emails, live chats and phone calls, resolving support issues quickly and efficiently and escalating tickets to the next tier of support when needed
- Resolving product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Taking detailed notes of the contact in our ticketing system
- Maintain updated knowledge of all company products and services in order to provide adequate education to customers
- Collect and record customer feedback and information, and share with appropriate departments and team members
- Improving help articles and developing support materials
- Product testing
- Contributes to team effort by accomplishing related results as needed.
- Attending all required customer service-related meetings
- Above all, providing the friendly and personalized service of which ParentSquare prides itself
Requirements:
- Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
- A proactive, self-motivated and positive attitude to work everyday
- Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
- Ability to multitask with excellent attention to detail and communication skills
- Quick learning skills, tech savviness, and a desire to learn in a dynamic startup environment
- Ability to work a flexible schedule, including early mornings or evenings and weekends as needed
Benefits:
- You'll work closely with a supportive team
- Learn the ins and outs of our product
- Opportunity to transition into a full-time role based on performance and business needs
- All the tools and equipment you need to make your home office a place where you can thrive
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