Client Support Associate (Contract)

DreamBox Learning - Multiple Locations or Remote - Full time

About Us

At DreamBox, we’re passionate about our mission to radically transform the way the world learns. We believe all children can excel at learning, no matter where they start, where they live, or who they are. Today, our Intelligent Adaptive Learning™ platform – with its rigorous math curriculum and game-based environment – is helping nearly 5 million students and 200k educators improve math achievement and build a love of math at the same time. And as a rapidly growing tech company, we are just getting started. Come help us make a difference at DreamBox Learning.

About the Role

The DreamBox Client Support Agent (Contract role) will be the friendly voice and initial contact for inbound support calls. This role will triage and solve issues whenever possible and escalate client issues for additional technical support where needed. This role is primarily on phones and requires articulate communication skills, fast problem solving, and detailed case documentation.

*This will be a 6-month contract with the potential to convert

What You'll Be Doing

  • Assist customers with questions on DreamBox software and diagnose complex issues for fast case routing
  • Investigate root cause for product/technical issues by leveraging phone support triage scripts and internal reference article
  • Provide subject matter expertise in order to resolve issues surrounding DreamBox software
  • Leverage subject matter expertise to identify gaps in knowledge base articles and training materials
  • Ensure attention to detail and high-quality case documentation is provided for all support cases
  • Meet or exceed departmental SLA’s/KPI’s
  • Provide support to fellow Client Support Agents as needed

About You

  • 2+ years of experience providing technical support
  • Demonstrated knowledge and comfort with hardware platforms (iPad’s, Chromebooks, Tablets, PC’s) to assist in troubleshooting
  • K-12 or Ed-Tech industry experience preferred
  • Able to diagnose and troubleshoot hardware and software issues related to DreamBox software
  • Proven ability to rapidly learn new software tools or technologies
  • Experience using ticket systems for case management (Salesforce or Zendesk preferred)
  • Time management skills including the ability to prioritize and manage multiple tasks
  • Ability to quickly learn new technology and newly released features with training
  • 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
  • Proven flexibility and willingness to step out of comfort zone to support coworkers and customers
  • Able to thrive in a fast-paced environment

Special Position Requirements

  • Ability to maintain a strict schedule, Monday through Friday
  • All prospective contractors must pass a background check
  • Please note the following arrangements to work from home:
  • Must have a suitable home environment for remote work (quiet workspace, able to take calls, etc…)
  • Must have a capable high-speed internet connection for use of work-based VoIP and software tools (Note: must provide their own internet connectivity)
  • Dreambox will provide a laptop and headset

At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!

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Locations

Bellevue, Washington
Raleigh, North Carolina
Remote

Role

Customer Implementation / Customer Success

Experience Level

Entry Level

DreamBox Learning

At DreamBox, we’re passionate about our mission to radically transform the way the world learns. We believe all children can excel at learning, no matter where they start, where they live, or who they are.

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