Customer Support Specialist

3 weeks ago

Chicago, Illinois, United States STEAM Academy Ltd Full time
Job Title: Customer Support Representative

We are seeking a highly skilled and customer-focused Customer Support Representative to join our team at STEAM Academy Ltd. As a key member of our support team, you will be responsible for providing exceptional support and assistance to our students and parents, ensuring a seamless learning experience.

Responsibilities:
  • Provide prompt and professional responses to customer inquiries via various channels (email, phone calls, chat)
  • Resolve customer issues and concerns by actively listening, troubleshooting, and providing effective solutions and guiding them through technical processes (registration, program enrolment, and platform navigation)
  • 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-related field
  • 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:
  1. Impact - your work will change kids' lives while inspiring the next generation of creative problem solvers to pursue STEAM degrees and careers
  2. Competitive Compensation - we offer a competitive salary package commensurate with your experience and skills, ensuring you are fairly rewarded for your contributions
  3. 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
  4. 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
  5. Collaborative Work Environment - you will work in a collaborative and supportive environment that fosters creativity, innovation, and teamwork
  6. Remote working - fully remote work setting so that you can keep a work-life balance
  7. 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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