Customer Support Specialist - Contract (Remote)

About the Role: 

The Customer Support Specialist contractor 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:

• Process and troubleshoot daily roster updates

• Review, validate, and clean roster files to prevent errors

• Work with new customers to provide an exceptional first-time rostering experience

• Work with existing customers to ensure that new school-year roster updates are completed as efficiently as possible

• Diagnose, troubleshoot, and resolve customer rostering issues via phone, email/cases, and live chat

• Attend scheduled customer onboarding calls to provide rostering assistance and best practices

• Collaborate with additional specialists to resolve complex rostering issues

• Assist with licensing, account set-up, and other onboarding tasks

• Able to perform other duties as assigned

About You:

• 3+ years of technology support experience interacting with customers via phone, email, and/or live chat

• Knowledgeable of personal computing hardware platforms, basic network technology, and software in addition to experience with SAAS

• Experience with third-party rostering services (e.g. Clever, ClassLink) preferred

• EdTech industry experience preferred Key Knowledge, Skills, Abilities

• Excellent written and verbal communication skills

• Proven ability to communicate clearly and effectively

• Poised and professional in stressful situations

• Must be passionate about customer experience, satisfaction, and quality of support

• Able to work effectively with ambiguity

• Experienced user of office productivity tools in the MS-Office suite (Outlook, Word, etc.)

• Basic to Intermediate Microsoft Excel skills (Filter, Sort, Find & Replace, Conditional Formatting, Concatenate and VLOOKUP)

• Experience using CRM implementations. (e.g. Salesforce, other)

• Time management skills including the ability to prioritize and manage multiple tasks

• Treats people with respect regardless of proximity; encourages and appreciates individual contributions

• Proven flexibility and willingness to step out of comfort zone to support coworkers and customers

• Able to thrive in a fast-paced environment

• Ability to sit or stand for multiple hours without a break

• Ability to work overtime hours as required

• Ability to maintain a strict schedule

• All prospective employees must pass a background check

Length of contract: up to 4 months (June to September, subject to change based on business needs)

Compensation and Benefits:

The expected contract rate for this position is $20.42 - 25.71 USD per hour based on several factors, including experience and geography. Benefits for this role are not directly provided through DreamBox Learning.

#BI-Remote #LI-Remote #LI-JW1

About Us:   DreamBox Learning, the leading K-12 education technology provider, is radically transforming the way the world learns. As the only dual-discipline solution rated STRONG by Johns Hopkins’ EvidenceforESSA.org in both math and reading, DreamBox provides schools with high-quality adaptive learning solutions independently proven to accelerate student growth. Built by educators for educators, DreamBox empowers teachers and district administrators with robust data analytics and content-specific professional development solutions to complement instruction. DreamBox supports over 400,000 educators and approximately 6 million students in all 50 states, the District of Columbia, Puerto Rico, and throughout the United Kingdom, Australia, Canada, and Mexico. For more information, visit https://www.dreambox.com/.  

At DreamBox, we believe diversity is an essential strength. That’s why we’re committed to providing an inclusive culture, an equitable work environment, and creating the most effective educational products that celebrate the diversity in students, families, communities, and the world. We know that ta