Customer Support Specialist (Remote)

About the Role:

The Customer Support Specialist aids internal and external customers by providing assistance with DreamBox product questions, software features and functionality, and rostering. They are accountable for ensuring that the support experience is exceptional for all customers.

This role requires direct communication with customers via phone, email, live chat, and/or video-conferencing. Customer Support Specialists will triage and resolve customer issues whenever possible and escalate for additional technical support where needed.

What You'll Be Doing:

• Assist customers with questions on DreamBox software via phone, email, and live chat
• Assist customers with logging in, creating or updating accounts, and adding or removing users
• Troubleshoot software and hardware issues related to DreamBox using various systems or tools
• Guide customers through questions about DreamBox lessons and teacher reports
• Guide school customers through rostering best practices
• Diagnose and troubleshoot complex issues for fast case routing
• Resolve customer payment issues
• Provide support to internal DreamBox teams
• Ensure attention to detail and high-quality documentation is provided for all support cases within our CRM tool
• Work with customers to provide an exceptional rostering and onboarding experience.
• During off-peak season (outside of Back to School), you may be required to assume projects in support of the business

About You:

• 2 years of customer service experience
• Experience using Microsoft Office suite tools (Outlook, Word, Excel, etc.)
• Experience using a CRM (e.g. Salesforce, ZenDesk) is preferred.
• K-12 education or EdTech industry experience is a plus
• Spanish language competency is a plus
• Ability to prioritize and manage multiple tasks
• Ability to quickly learn new technology
• Ability to solve problems
• Excellent written and verbal communication skills
• Focus on customer experience, satisfaction, quality and efficiency in handling interactions
• Ability to effectively navigate ambiguity
• Must be legally authorized to work in the United States

LOCATION: Open to candidates in the US

Compensation and Benefits:

Expected base salary range for this position is $20.47 – $27.29 USD per hour based on several factors, including experience and geography. This position is also eligible for an annual incentive bonus or sales commission bonus, depending on the role, and benefits that are designed to support you & your family. If you are hired at DreamBox Learning, your final base salary compensation will be determined based on considerations such as geographic location, skills, responsibilities of the role, education, and/or relevant experience. In addition to those factors, we believe in the importance of pay equity and consider the compensation of our current team members as a part of evaluating and extending any final offer.

We are proud to offer employees and their families a comprehensive benefits package:

• Medical-Dental-Vision
• Health Care Dependent Care
• Short & Long Term Disability
• Life Insurance
• 401(k)
• FSA/HSA
• Paid Time Off - Front Loaded (4 weeks)
• Accrued Sick Time
• DreamBox "Hero Days" Volunteer Time
• Employee Assistance Program
• 9 Paid Holidays Annual Winter Holiday Break (Typically the last week of December)