Customer Support Specialist III

Do you enjoy helping others and solving problems? Join our team as a Customer Support Specialist III and provide support and a high-quality experience to our customers.

Your work will include:

• Working with internal stakeholders and customers to assist in the resolution of issues via phone, email, case, and video.
• Assisting in the successful onboarding and rostering of our customers through various learning management systems.
• Collaborating with departments to create supporting documents, articles, and videos to be utilized in trainings, Help Center, for Pendo Guides and Salesforce templates with a focus on digital solutions.
• Working with Customer Success team to provide support for targeted customers.
• Investigating the root cause of difficult issues to determine paths for resolution.
• Maintaining regular documentation and communication with stakeholders keeping them informed of support progress and notifying them when their issue has been resolved.
• Providing feedback regarding market issues, solution trends and customer needs.
• Developing a strong understanding of our products and services.
• Providing weekly, quarterly, and other reports as needed to assess needs and provide feedback on tier 1, 2, and integrations.
• Meeting monthly KPI goals.

All Our Team Members:

• Possess exceptional listening, writing, and presentation skills
• Are resourceful and motivated to ask questions and solve problems
• Manage their time effectively
• Demonstrate commitment to product success with integrity, a strong work ethic, professionalism, and a team-oriented attitude

Benefits:

• Open PTO plan that encourages employees to take at least 5 weeks per year
• 10 paid holidays
• Paid Leave
• Medical, Dental, and Vision insurance
• Flexible work schedules
• Tuition & certification reimbursement for full-time employees
• 401(k) with employer match
• Healthy Lifestyle Program reimbursement of up to $360 per year for gym memberships, fitness classes, or other wellness activities

Leading the market with over five million student users each year, Larson Texts, Inc. and its subsidiary Big Ideas Learning, LLC produce mathematics education materials for kindergarten through college calculus. For more than 45 years, we have been deeply committed to providing innovative and coherent products that inspire students and teachers and empower them to achieve greatness.

We are an Equal Opportunity Employer, and are committed to creating a diverse and inclusive company culture that does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at HumanResources@larsontexts.com.

Apply at www.larsontexts.com/careers.

A Qualified Candidate:

• Has an associate or bachelor's degree in computer science, MIS, or related field preferred.
• Has 3 years of experience in implementation with learning management systems and customer support.
• Is proficient with Microsoft Office 365 and Salesforce strongly desired.
• Has strong technical skills and experience with computer systems.
• Is an expert at troubleshooting and problem-solving skills.
• Has the ability to evaluate and improve processes.
• Is an effective communicator and collaborator.
• Has strong verbal and written communication skills.
• Has strong documentation skills.
• Has strong customer service and conflict resolution skills.
• Has the ability to handle a heavy workload, stay organized, and multi-task.
• Has product and market knowledge helpful