Description
Customer Support Specialist
The Customer Support Specialist plays a critical role in supporting the sales team and ensuring a seamless digital experience for K-12 clients. This position is responsible for managing technical inquiries, creating and maintaining portals, executing onboarding communications, and analyzing account data to identify trends and risks. The ideal candidate is detail-oriented, tech-savvy, and highly organized, with strong communication skills and the ability to manage multiple priorities in a fast-paced environment.
Responsibilities:
- Serve as a point of contact for K-12 streaming customers, ensuring timely and professional communication.
- Respond to inquiries and provide accurate solutions to account-related questions and platform navigation.
- Support new customer onboarding by assisting with setup, content booking, renewal updates, and training resources.
- Manage scheduled check-ins, surveys, and follow-up communications to ensure satisfaction.
- Maintain and review account health reports to identify trends and address potential issues before they impact the customer experience.
- Collaborate with internal teams to share insights that improve customer engagement and retention strategies.
Requirements:
- Bachelor’s degree required.
- Experience in customer service or digital support.
- Strong technical troubleshooting and problem-solving abilities.
- Proficiency with CRM systems and digital platforms.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and meet deadlines.