Customer Support Specialist

5 days ago


Gaithersburg, Maryland, United States Learning Without Tears Full time
About Learning Without Tears

We are a family-owned company dedicated to providing innovative education products, training, and materials for educators and children. Our team is driven by a passion for helping children learn and grow.

Job Summary

The Service & Solutions Representative will be responsible for delivering exceptional customer support experiences to our customers. This role involves managing a revenue book of business and providing high-quality customer service on LWT product lines.

Key Responsibilities
  • Deliver excellent customer service through phone, email, or chat, and provide advanced technical troubleshooting on digital products.
  • Develop relationships with schools and districts to ensure they achieve their desired outcomes.
  • Maintain consultative-level knowledge of LWT's products and solutions to assess educational program needs and make appropriate recommendations.
  • Maximize renewal revenue and identify expansion opportunities with customers.
  • Process and provide efficient entry of customer orders into LWT's order fulfillment database.
  • Catalog client benchmarks and success stories.
  • Demonstrate ongoing mastery of LWT's products and services.
  • Stay up-to-date on the K12 competitive landscape.
Requirements
  • Bachelor's degree or related experience preferred.
  • 1+ years of customer service experience, with account management, sales, or consulting experience preferred.
  • Technical support and troubleshooting experience with digital products preferred.
  • Demonstrated experience building relationships with customers and managing projects.
  • Ability to multitask in a fast-paced, goal-oriented environment.
  • Exceptional planning, organizational, analytical, prioritization, and detail-oriented skills.
  • Strong passion for exceeding customer expectations.
  • Proven track record of meeting and exceeding goals and targets.
  • Excellent interpersonal, written, and oral communication skills.
  • Functional knowledge of MS Office and proficiency in technology.
  • Experience working in a SaaS environment preferred.
Why Learning Without Tears

We offer a competitive benefits package, including medical, prescription, dental, vision, short and long-term disability, life insurance, paid family leave, pet insurance, standing desks, flexible scheduling, and more. We also have a fun and dynamic work environment with company picnics, health and wellness fairs, and other surprises.



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