Customer Support Specialist

3 days ago

Apple Valley, United States Russell Tobin Full time

Job Title: Customer Support Specialist

Job Type: W2 Contract (3-Month Duration)

Schedule: Mon-Fri 8am-5pm (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 Specialist serves as 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 NWEA's products and services, offering solutions tailored to varying levels of technical proficiency.


Key Responsibilities

  • Provide first-level support for NWEA products and services, 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 platforms.
  • 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.
  • Preferred: Proficiency in Salesforce and educational backgrounds.


Benefits Info

  • Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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