Full Job Description
Bellevue, WA | Raleigh, NC | Winooski, VT | Remote, USA
About the Role:
The Customer Support Specialist aids internal and external customers by providing assistance with DreamBox product questions, software features and functionality, and rostering. They are accountable for ensuring that the support experience is exceptional for all customers.
This role requires direct communication with customers via phone, email, live chat, and/or video-conferencing. Customer Support Specialists will triage and resolve customer issues whenever possible and escalate for additional technical support where needed.
What You’ll Be Doing:
Assist customers with questions on DreamBox software via phone, email, and live chat
Assist customers with logging in, creating or updating accounts, and adding or removing users
Troubleshoot software and hardware issues related to DreamBox using various systems or tools
Guide customers through questions about DreamBox lessons and teacher reports
Guide school customers through rostering best practices
Diagnose and troubleshoot complex issues for fast case routing
Resolve customer payment issues
Provide support to internal DreamBox teams
Ensure attention to detail and high-quality documentation is provided for all support cases within our CRM tool
Work with customers to provide an exceptional rostering and onboarding experience.
During off-peak season (outside of Back to School), you may be required to assume projects in support of the business
2+ years of customer service experience
Experience using Microsoft Office suite tools (Outlook, Word, Excel, etc.)
Experience using a CRM (e.g. Salesforce, ZenDesk) is preferred.
K-12 education or EdTech industry experience is a plus
Spanish language competency is a plus
Ability to prioritize and manage multiple tasks
Ability to quickly learn new technology
Ability to solve problems
Excellent written and verbal communication skills
Focus on customer experience, satisfaction, quality and efficiency in handling interactions
Ability to effectively navigate ambiguity
Must be legally authorized to work in the United States
Compensation and Benefits:
Expected base salary range for this position is $20.47 – $27.29 USD per hour based on several factors, including experience and geography. This position is also eligible for an annual incentive bonus or sales commission bonus, depending on the role, and benefits that are designed to support you & your family. If you are hired at DreamBox Learning, your final base salary compensation will be determined based on considerations such as geographic location, skills, responsibilities of the role, education, and/or relevant experience. In addition to those factors, we believe in the importance of pay equity and consider the compensation of our current team members as a part of evaluating and extending any final offer.
We are proud to offer employees and their families a comprehensive benefits package:
Health Care Dependent Care
Short & Long Term Disability
Paid Time Off – Front Loaded (4 weeks)
Accrued Sick Time
DreamBox “Hero Days” Volunteer Time
Employee Assistance Program
9 Paid Holidays + Annual Winter Holiday Break (Typically the last week of December)
DreamBox Learning, the leading K-12 education technology provider, is radically transforming the way the world learns. As the only dual-discipline solution rated STRONG by Johns Hopkins’ EvidenceforESSA.org in both math and reading, DreamBox provides schools with high-quality adaptive learning solutions independently proven to accelerate student growth. Built by educators for educators, DreamBox empowers teachers and district administrators with robust data analytics and content-specific professional development solutions to complement instruction. DreamBox supports over 400,000 educators and approximately 6 million students in all 50 states, the District of Columbia, Puerto Rico, and throughout the United Kingdom, Australia, Canada, and Mexico. For more information, visit https://www.dreambox.com/.
At DreamBox, we believe diversity is an essential strength. That’s why we’re committed to providing an inclusive culture, an equitable work environment, and creating the most effective educational products that celebrate the diversity in students, families, communities, and the world. We know that talent exists everywhere, but opportunity does not. Therefore, we are a proud equal opportunity and affirmative action employer, but we don’t make these commitments simply because they’re required by law. We hold ourselves to a higher standard and make these commitments so that everyone at DreamBox can bring their full selves to our important mission. Our identities matter, and in order to create a more just, equitable world, we know it begins with DreamBox being an inclusive workplace that serves as a model for that change.
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