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Customer Support Coordinator
2 months ago
Client Support Specialist (Contract)
at DreamBox Learning
Position Overview:
The Client Support Specialist (Contract) plays a crucial role in assisting both internal and external clients with product setup, user onboarding, and inquiries related to DreamBox software features and functionalities. This position is dedicated to ensuring that the onboarding and setup processes are seamless and satisfactory for all users.
This role involves diagnosing and resolving issues whenever feasible and escalating more complex client concerns to the appropriate technical support teams. The position primarily involves communication via phone and requires excellent verbal skills, quick problem-solving abilities, and meticulous case documentation.
Key Responsibilities:
- Provide assistance to customers regarding inquiries about DreamBox software and effectively diagnose intricate issues for prompt case management.
- Manage and troubleshoot daily roster updates.
- Review and refine roster files to minimize errors.
- Support new clients to ensure a superior initial onboarding experience.
- Identify, troubleshoot, and resolve customer roster-related issues through various communication channels.
- Offer expertise to resolve inquiries related to DreamBox software.
- Utilize subject matter knowledge to identify and address gaps in support documentation and training resources.
- Participate in scheduled onboarding sessions to provide assistance and share best practices.
- Maintain high standards of detail and quality in case documentation for all support interactions.
- Assist fellow Client Support Agents as necessary.
Qualifications:
- Minimum of 2 years in Customer Service.
- Proficient in diagnosing and troubleshooting hardware and software issues associated with DreamBox software.
- Experience with ticketing systems for case management (Salesforce or Zendesk preferred).
- Strong time management skills with the ability to prioritize multiple tasks effectively.
- Quick learner of new technologies and features with provided training.
- Exceptional written and verbal communication skills.
- Proven ability to convey information clearly and effectively.
- Professional demeanor in high-pressure situations.
- Passionate about customer satisfaction and quality support, capable of navigating ambiguity.
- Able to excel in a dynamic work environment.
At DreamBox Learning, we are committed to fostering diversity and inclusivity within our workplace, which is reflected in our products, brand, and teams. We are proud to be an equal opportunity employer.
