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Support Specialist
3 months ago
Level
Experienced
Job Location
HQ - Los Angeles, CA
Position Type
Full Time
Travel Percentage
None
Job Shift
Day
Job Category
Customer Service
Description
TEAM SUMMARY
At Mathnasium, the core of our business is built around the success of our franchisees. As such, the strategic imperative of the Support team is to help our franchisees resolve any problem that impedes the daily operation of a Mathnasium Learning Center and lead them in the right direction in accessing and understanding our systems, tools, and resources.
ROLE
A Support Specialist manages the organization and daily direction of the Support team to accomplish the above stated goals within the committed timelines (5 hour response time for high priority tickets, 24 hour response time for all others, and an avg case resolution rate of 3 days from open date). Duties include all the responsibilities of a Support Specialist plus:
- Manage large amounts of incoming cases via email, phone, screen shares, and chat within response time targets.
- Address franchisee inquiries and concerns with direct solutions and encourage future self-service support. Use a helpful tone, explain all action steps or recommendations, and confirm resolution with franchisees.
- Build sustainable relationships and trust with franchisees through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Keep thorough records of customer interactions
- Meet personal service level targets and quotas.
- Work collaboratively with the team to meet team goals and improve processes.
- Assist internal teams in launching new products and systems to Mathnasium centers.
- Manage the systems set-up and modifications based on changes to the center lifecycle.
- Coordinate with respective departments and vendors in addressing identified backend issues.
COMPETENCIES/SKILLS
Customer Interaction | Customer Support | Product Support | Remote Support | Technical Support | Phone Support | Tier 1 Support | Customer Relationship Management (CRM) | Communication | Multitasking | Organization | Detail Orientated | Problem Solving | Adaptability | Quick-Learner | Eager Learner | Can Do Attitude | Google Suites | Learning Management Systems (LMS) | Payment Management Software | Accounting Software | Franchising
TOOLS AND EQUIPMENT USED
PHYSICAL DEMANDS
- The physical demands described here are representative of those that must be met by an employee to successfully
- Perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
- The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
