Customer Support Specialist

3 days ago

Apple Valley, United States Russell Tobin Full time

Customer Support Specialist

Job Type: W2 Contract (3-Month Duration)

Schedule:

  • Training (2 Weeks): Mon-Fri, 8:00 AM - 5:00 PM
  • Regular Hours: Mon-Fri, 6:00 AM - 12:00 PM.
  • Pay: $18.00 - $20.00/hour
  • Location: Apple Valley, MN (On-site)


Position Overview

The Customer Support Specialist is the first point of contact for educators and support staff using NWEA products. In this role, you will troubleshoot technical and product-related issues via calls, emails, and chats. Working in a contact center environment, you will focus on providing effective solutions and ensuring a positive user experience across varying levels of technical proficiency.

Key Responsibilities

  • Provide first-level support for NWEA products and services, including test preparation, session management, and reporting.
  • Troubleshoot user inquiries, guide users through diagnostic procedures, and replicate issues when applicable.
  • Document partner interactions with accurate and detailed case notes in the CRM system.
  • Communicate effectively with partners and internal staff via email and messaging platforms.
  • Escalate complex issues to Tier 2 support and alert management to any product flaws.
  • Utilize resources such as the knowledge base and diagnostic tools to resolve incidents.
  • Manage caseloads to ensure timely resolutions, meeting quality and satisfaction standards.
  • Collaborate with subject matter experts to maintain up-to-date and accurate resources.
  • Remain flexible to support additional products and perform other assigned duties.

Skills and Abilities

  • Strong problem-solving and troubleshooting skills, particularly with technical processes.
  • Effective organizational skills with the ability to multitask in a dynamic environment.
  • Excellent communication and interpersonal skills for tactful collaboration with partners.
  • Growth mindset and adaptability to handle ambiguity.
  • Strong time management skills to efficiently manage caseloads and meet deadlines.
  • Familiarity with technical tools and the ability to quickly 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 achieve shared goals.
  • 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 of 2 years in a call center or technical product support role.
  • Preferred: Proficiency in Salesforce and educational background.

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