Customer Support Specialist

2 weeks ago

Concord, Massachusetts, United States Cambium Learning Group Full time
Position Title: Primary Product Support Representative

Position Overview:

We are seeking a dedicated Customer Support Specialist with a minimum of 2 years of experience. The ideal candidate will be adaptable, customer-oriented, and capable of managing multiple responsibilities efficiently. This is a full-time role, operating Monday through Friday.

Location: USA, Remote

Key Responsibilities:
  • Deliver technical assistance to clients through various communication channels including phone, chat, and email.
  • Guide educators and administrators in utilizing Cambium Learning products effectively.
  • Document and manage customer inquiries using Salesforce.
  • Diagnose and resolve application and access issues for users as required.
  • Clarify reports and usage metrics within Cambium Learning programs to clients.
  • Communicate defects and feature requests to the development team.
Contributions to the Customer Success Team:
  • Become an expert on all Cambium products and the latest technologies in hardware, software, and networking.
  • Continuously enhance technical knowledge and service capabilities.
  • Improve company-wide understanding of products and services.
  • Collaborate closely with internal teams to ensure an exceptional customer experience, including tracking and reporting technical issues.
  • Play a crucial role in enhancing customer success by improving their understanding of our products.
Qualifications:
  • At least 2 years of experience in customer service or technical support.
  • Proven skills in phone and email communication while assisting customers, especially with technical inquiries. Experience in chat support is advantageous.
  • Background in supporting Software as a Service, web browsers, networking concepts, application support, and hardware devices such as phones, tablets, laptops, and desktops.
  • Comfortable working in a dynamic and fast-paced environment.
  • Ability to swiftly learn new software features and applications.
  • Excellent written and verbal communication skills.
  • Demonstrated capability to work collaboratively within a team.
  • Skilled in providing support to customers with varying levels of technical expertise.
  • Self-motivated and proactive in approach.
  • Familiarity with case management and customer relationship management software, with preference for experience in Salesforce and Jira.
  • Proficiency in Spanish is a plus.
Equal Opportunity Employer:

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

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