Mathnasium Support Professional
1 month ago
Team Summary
At Mathnasium, our Support team plays a vital role in ensuring the success of our franchisees. As a Support Specialist, you will be responsible for resolving issues that impact the daily operation of our Learning Centers and providing guidance on our systems, tools, and resources.
Role
A Support Specialist is a key member of our Support team, responsible for managing the organization and daily direction of the team to achieve our goals. Duties include:
- Managing large volumes of incoming cases via email, phone, screen shares, and chat, ensuring timely responses and resolutions.
- Addressing franchisee inquiries and concerns with direct solutions, encouraging self-service support, and building trust through open communication.
- Providing accurate and complete information, using the right methods and tools, and keeping thorough records of customer interactions.
- Meeting personal service level targets and quotas, while working collaboratively with the team to meet team goals and improve processes.
- Assisting internal teams in launching new products and systems to Mathnasium centers, and managing system set-ups and modifications based on changes to the center lifecycle.
- Coordinating with respective departments and vendors to address 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 Oriented
- 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
Personal computer, including word-processing, database, and spreadsheet programs; calculator, telephone, and printer.
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.
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