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Customer Support Representative

Dallas, TX, United States

Posted on
Apr 06, 2021

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u003cpu003eu003cspanu003eEdmentum is committed to making it easier for educators to individualize learning for every student through simple technology, high-quality content, actionable data, and customer success. Founded in innovation, Edmentumu0026rsquo;s powerful learning solutions blend technology with individual teaching approaches. We are dedicated to being educatorsu0027 most trusted partner in creating successful student outcomes everywhere learning occurs. Our commitment is built off the emphasis we place on our core values: passion, people, respect, collaboration, and performance.u003c/spanu003eu003c/pu003enu003cpu003eA u003cstrongu003eCustomer Support Representativeu003c/strongu003e provides general support to end users on issues and requests for Edmentum products and services running in web-based environments. This role is responsible for providing first level support to internal and external customers by utilizing standard operating procedures in conjunction with provided knowledge base, customer facing reference materials and hands on product research. Successful agents are highly motivated and customer focused.u003c/pu003enu003cpu003eu003cstrongu003eHereu0027s what youu0027ll do:u003c/strongu003eu003c/pu003enu003culu003enu003cliu003eProvide product support to customers via phone, email and chat using: Automated Call Distribution, Edmentum maintained knowledge base, customer facing training materials, remote access software, etc.u003c/liu003enu003cliu003eManage cases/tickets according to established departmental practicesu003c/liu003enu003cliu003eMeet or exceed all metrics and performance measurementsu003c/liu003enu003cliu003eAnswer general questions regarding Edmentum productsu003c/liu003enu003cliu003eResolve issues and complete requests using internal resources in a timely manneru003c/liu003enu003cliu003eEscalate or redirect technical issues beyond experience level to the appropriate team or team memberu003c/liu003enu003cliu003eParticipate in ongoing proprietary product training and certification programsu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eHereu0027s what youu0027ll need:u003c/strongu003eu003c/pu003enu003culu003enu003cliu003eAssociateu0026rsquo;s degree or equivalent experience; Bacheloru0026rsquo;s degree is preferredu003c/liu003enu003cliu003e1 years of business or work experience in a call center with 100% phone experienceu003c/liu003enu003cliu003eIdentifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.u003c/liu003enu003cliu003eWhile performing the duties of this Job, the employee is regularly required to sit for extended periods of time and talk or hear in noisy environments.u003c/liu003enu003cliu003eStrong critical thinking skillsu003c/liu003enu003cliu003eExcellent follow through, attention to detail and able to adhere to a set deadlineu003c/liu003enu003cliu003eStrong initiative and ability to self-manageu003c/liu003enu003cliu003eSoft skills: ability to fill in the voids and gaps in conversation with appropriate small talku003c/liu003enu003cliu003eExperience with change management process, proven ability to support multiple business systems and multi-tasking.u003c/liu003enu003cliu003eAbility to communicate complex information to a varied audienceu003c/liu003enu003cliu003eAbility to maintain customer focus in the midst of difficult circumstances (provides a high level of professionalism and customer service in all dealings with customers)u003c/liu003enu003cliu003eExcellent teamwork skillsu003c/liu003enu003c/ulu003enu003cpu003eu003cspanu003eEdmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.u003c/spanu003eu003c/pu003e,EqualOpportunityEmployerDescription:null,PayTransparencyPolicyStatement:null,MatchScore:1.0,HasApplied:false,ApplicationJobBoardName:null,ApplicationJobBoardId:null,DateApplied:null,Salaried:false,CompensationAmount:null,PublishingStatus:1,Links:[],BehaviorCriteria:[],MotivationCriteria:[],EducationCriteria:[],LicenseAndCertificationCriteria:[],SkillCriteria:[],WorkExperienceCriteria:[],JobBoardMemberships:[{JobBoardId:504f2029-a243-4758-a619-ac69b57086fe,PublishedInternal:true,PublishedExternal:false,ExternalPostedDate:null,InternalPostedDate:2021-04-06T16:23:51.016Z},{JobBoardId:04e3a767-9600-42c4-86c9-5912bbf18813,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2021-04-06T16:23:51.016Z,InternalPostedDate:null}],AssessmentUri:null,AssessmentStatus:null,OpportunityIsClosed:false,TravelRequired:null,TravelDescription:null,SupervisorName:null,Assessments:[],ApplicationId:null,CompensationAnnualMinimum:null,CompensationAnnualMaximum:null,CompensationHourlyMinimum:null,CompensationHourlyMaximum:null,CompensationCurrency:null});

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