Customer Support Specialist
4 weeks ago
Job Title: Customer Support Specialist
Job Summary:
We are seeking a highly skilled Customer Support Specialist to join our team at STEAM Academy Ltd. As a Customer Support Specialist, you will be the primary point of contact for our students and parents, providing exceptional support and assistance to ensure a seamless learning experience.
Responsibilities:
- Provide prompt and professional responses to customer queries, ensuring high levels of customer satisfaction
- Resolve customer issues and concerns by actively listening, troubleshooting, and providing effective solutions and guiding them through technical processes
- Take an active role in identifying and addressing the needs and updates of our class registration system
- Report system issues, track ideas for system enhancements, and collaborate with team members to implement improvements
- Build and nurture relationships with team members
- Document customer interactions, inquiries, and resolutions in the customer support database
- Maintain a comprehensive understanding of STEAM Academy's programs, features, and policies to provide accurate information to customers
- Work closely with our mentor team to maintain safety, professionalism, and quality standards for all NEXT-Gen Pros (STEAM Academy students)
- Provide feedback to the management team regarding recurring customer concerns, process improvements, and opportunities for enhancing customer satisfaction
Qualifications:
- 2+ years of experience in customer support within the education industry
- Excellent written and verbal communication skills
- Exceptional interpersonal skills and the ability to empathize with customers while maintaining professionalism
- Proficient in using customer support software and tools, such as help desk ticketing systems and CRM software
- Ability to work independently, multitask, and prioritize tasks effectively in a fast-paced environment
- Strong organizational skills, attention to detail, and ability to meet deadlines
Perks and Benefits:
- Impact - your work will change kids' lives while inspiring the next generation of creative problem solvers to pursue STEAM degrees and careers
- Competitive Compensation - we offer a competitive salary package commensurate with your experience and skills, ensuring you are fairly rewarded for your contributions
- Stock Options - we are a rapidly growing startup, and we want our employees to realize the benefits of the value they create through their work
- Professional Development Opportunities - we provide ongoing opportunities for professional growth through training, workshops, and conferences to enhance your skills and stay updated with the latest robotics, AI, and STEAM education trends
- Collaborative Work Environment - you will work in a collaborative and supportive environment that fosters creativity, innovation, and teamwork
- Remote working - fully remote work setting so that you can keep a work-life balance
- Health and Wellness Programs - we prioritize the health and well-being of our employees and are exploring unique ways of supporting healthy work-life balance as a remote-first company
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