[Remote] Customer Support Agent

Note: The job is a remote job and is open to candidates in USA. ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. The Customer Support Agent will be responsible for providing exceptional customer service by resolving product issues, answering inquiries, and supporting customers through various communication channels.

Responsibilities

• Answering incoming emails, live chats and phone calls
• Resolves product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system
• Resolving support issues quickly and efficiently
• Escalating tickets to the next tier support when unable to resolve
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Collect and record customer feedback and information, and share with appropriate departments and team members
• Improving help articles
• Developing support materials
• Product testing
• Contributes to team effort by accomplishing related results as needed
• Attend all required customer service-related meetings
• Above all, providing the service the friendly and personalized service of which ParentSquare prides itself

Skills

• Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
• Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
• Bring a proactive, self-motivated and positive attitude to work everyday
• Multitask with excellent attention to detail and communication skills
• Quick learner, tech savvy, and a desire to learn in a dynamic startup environment
• Be able to work a flexible schedule, including early mornings or evenings and weekends

Benefits

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 15 paid holidays, including your birthday!

Company Overview