Client Support Specialist (Contract)

DreamBox Learning - Bellevue, Washington or Remote - Full time

About the Role:

The DreamBox Client Support Specialist (Contract role) assists internal and external customers with product provisioning, rostering, onboarding, DreamBox software feature/functionality, and general product questions via phone, email, and other contact methods. They are accountable for ensuring that the rostering and onboarding experience is exceptional for all customers.

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
  • 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
  • Diagnose, troubleshoot, and resolve customer rostering issues via phone, email, and live chat
  • 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
  • Attend scheduled customer onboarding calls to provide rostering assistance and best practices
  • Ensure attention to detail and high-quality case documentation is provided for all support cases
  • Provide support to fellow Client Support Agents as needed

About You:

  • 2+ years of Customer Service Experience
  • Able to diagnose and troubleshoot hardware and software issues related to DreamBox software
  • 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
  • Professional in stressful situations
  • Must be passionate about customer experience, satisfaction, and quality of support to work effectively with ambiguity
  • Able to thrive in a fast-paced environment
  • Legally authorized to work in the United States.

About Us: Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.

We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.

We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.

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 talent exists everywhere, but opportunity does not. Therefore, we are a proud equal opportunity and affirmative action employer, but we don’t make these commitments simply because they’re required by law. We hold ourselves to a higher standard and make these commitments so that everyone at DreamBox can bring their full selves to our important mission. Our identities matter, and in order to create a more just, equitable world, we know it begins with DreamBox being an inclusive workplace that serves as a model for that change.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

DreamBox Learning

We’re passionate about our mission to radically transform the way the world learns. Today, our AI Learning platform – with its rigorous curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time.
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