Customer Support Specialist

Summary

Join Digication's expanding instructional technology team as a US-based Customer Support Specialist! This remote position offers a blend of traditional customer support and technical troubleshooting, impacting millions of students. You'll work collaboratively with a team to provide support via tickets, calls, and emails, investigating and resolving technical issues. The role requires evening and weekend hours (35-40 hours/week) and involves assisting with projects like video editing and documentation. We offer competitive pay ($40k-$45k), benefits, and a supportive remote work environment. If you're passionate about education and technology, and possess strong communication and problem-solving skills, apply today!

Requirements

• Enthusiasm, energy, professionalism and the ability to work remotely with a fast-paced cooperative team
• Experience in customer service
• Strong written communication skills
• Strong critical thinking skills
• Excellent customer service skills
• Excellent presentation skills, both in-person, on the phone and via web conference
• Strong prioritization, organizational and project management skills
• Strong knowledge of Google Docs, Word, PowerPoint and Microsoft Excel
• Link to Digication ePortfolio required to complete application
• As part of the hiring process, Digication performs background checks and reference checks on candidates
• Upon being hired, applicants would need to provide proof of being authorized to legally work in the United States

Responsibilities

• Respond to customer-generated tickets, calls, and emails with appropriate solutions
• Investigate and troubleshoot technical issues reported by customers
• Escalate urgent and complex issues to senior team members
• Assist with projects such as video editing, blogging, photo editing, documentation and training creation as projects arise and time allows
• Other duties as assigned

Preferred Qualifications

• Experience in higher education
• Experience with educational technology
• Basic HTML skills
• Familiarity with Digication
• Familiarity with Zoom, Asana, Slack, and Zendesk

Benefits

• 35-40 hours per week, $40k-$45k plus benefits
• Gym membership or wellness reimbursement of up to $50.00/month
• Internet reimbursement up to $100.00/month
• Macbook
• Remote position