Customer Support Agent

4 days ago

Santa Barbara, United States ParentSquare Full time
Customer Support Agent

Remote • Full-Time • PST Hours + Weekend Shift

Who we are

ParentSquare is a rapidly growing Santa Barbara-based company that's changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 18 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility.

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey.

Who we're looking for

A ParentSquare Customer Support Agent will have customer service and empathy in their DNA. You're someone who is able to solve tickets quickly and efficiently without ever sacrificing the customer experience and will work on behalf of our customers with a passion for helping and going the extra mile. From parents to district and school administrators and teachers, you're available for support via email, chat and phone. You're our first line of communication for our customers and know our product inside and out to provide the best answers and solutions for our customers; should a problem require escalation, you'll act as the intermediary during the escalation process to make sure no detail is missed. You know how important your assistance is to our success and our ability to continue to grow and strive to help our Customer Support team to continually improve.

This role will include:
  • Answering incoming emails, live chats and phone calls
  • Resolves product or service problems by clarifying the customer's needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
  • Taking detailed notes of the contact in our ticketing system
  • Resolving support issues quickly and efficiently
  • Escalating tickets to the next tier support when unable to resolve
  • Maintain updated knowledge of all company products and services in order to provide adequate education to customers
  • Collect and record customer feedback and information, and share with appropriate departments and team members
  • Improving help articles
  • Developing support materials
  • Product testing
  • Contributes to team effort by accomplishing related results as needed.
  • Attend all required customer service-related meetings
  • Above all, providing the service the friendly and personalized service of which ParentSquare prides itself
Our Ideal Candidate will have:
  • Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
  • Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
  • Bring a proactive, self-motivated and positive attitude to work everyday
  • Multitask with excellent attention to detail and communication skills
  • Quick learner, tech savvy, and a desire to learn in a dynamic startup environment
  • Be able to work a flexible schedule, including early mornings or evenings and weekends
The perks of working for us are great

You'll get your foot in the door as our company continues to grow. We're big believers in work-life balance and provide:
  • Employer-paid health insurance (including dependent coverage)
  • An employer-matched 401K retirement savings program from day 1
  • Paid Parental Leave
  • Stock options
  • Health + wellness reimbursements
  • PTO that increases each year
  • 15 paid holidays, including your birthday

As a fully remote team, we'll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

The salary range for this role will be $25-$28/hour, DOE.

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