Customer Escalation Specialist

Summary

Join YouScience® as a Customer Escalation Specialist and become an integral part of our Customer Support Team. You will act as a liaison between business units, technology teams, and customer-facing teams, proactively communicating and collaborating to resolve customer issues. This role requires excellent communication, problem-solving, and organizational skills, along with the ability to prioritize and manage multiple projects simultaneously. You will provide feedback for system improvements, document interactions, and work with product teams to address high-priority escalations. YouScience offers a collaborative culture, remote work flexibility, ongoing professional development, and comprehensive benefits, including medical, dental, vision, paid time off, parental leave, and a 401k.

Requirements

• Attend ongoing trainings to develop and maintain product knowledge
• Comfortable working in dynamic environment
• Expertise with technology; able to engage with multiple platforms simultaneously
• Proven ability to complete multiple projects simultaneously while paying strict attention to detail
• Able to work independently while also adhering to defined procedures and processes
• Team-oriented, willing to help where needed
• Attention to detail
• Excellent cross departmental communication skills
• Exceptional documentation, organizational and prioritization skills
• High school diploma

Responsibilities

• Liaison between the business units, technology teams and customer facing teams
• Proactively communicate and collaborate with customers and YouScience employees to analyze information needs and functional requirements
• Internal reproduction of the customer problem to enable the development and testing of a resolution
• Be able to recognize trends to easily identify product issues impacting a higher number of customers
• Participe in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues
• Work with product teams to communicate high priorities and escalation points, including taking on some coding, testing or configuration tasks to deepen product knowledge
• Exhibit a positive and highly motivated attitude when communicating with customers and colleagues
• Document interactions with customers in CRM system
• Provide feedback for system improvement + capture and report client feedback and suggestions
• Prioritize and organize dev ticket requests with proper ticket documentation

Preferred Qualifications

• Post-secondary education
• Salesforce knowledge
• JIRA knowledge
• Education industry experience
• SAAS industry or technical support experience
• Basic coding skills
• In depth understanding of how our products operate

Benefits

• Mission oriented, collaborative culture that lives its company values
• Impact the lives of millions of students
• Flexibility to work remote or at HQ in American Fork, UT
• Ongoing support for continuing education and career development
• Opportunity to work and learn alongside some of the industry’s most passionate innovators
• Great medical, dental, vision benefits
• 15 days paid time off (PTO) per year, paid parental leave
• Up to 22+ additional paid company holidays, including the 1st week of July and time off in between Christmas Eve and New Year’s Day
• 401K
• Monthly home office allowance (including cell phone and internet)
• Community service opportunities with 8 paid volunteer hours per year