Client Support Specialist

DreamBox Learning - Multiple Locations - 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

This role contributes to the short and long-term support health of DreamBox customers. The Client Support Specialist aids internal and external DreamBox customers by providing assistance with general product questions, product provisioning, onboarding, and DreamBox software feature/functionality via phone, E-mail, and other contact methods. They are accountable for ensuring that the support experience is exceptional for all customers.

What You’ll Be Doing 

  • Perform quality work within deadlines with or without direct supervision
  • Ensures attention to detail and high-quality case documentation is provided for all support cases
  • Interact professionally and respectfully with other employees, customers and suppliers
  • Work effectively as a team contributor on all assignments
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
  • Handles challenging situations effectively
  • Meet or exceed departmental SLA’s/KPI’s
  • Process customer payments and provide refunds
  • Guide school customers through rostering best practices, including quickly troubleshooting issues, determining cause, and collaborating with additional agents to address the issue if necessary
  • Assist customers with creating, updating, or closing an account, adding or removing students, troubleshooting login or play issues, and payment-related questions
  • Guides customers through in-depth questions about student progress, reporting data, and payment issues
  • Provide support to internal business units and employees as required
  • Able to perform other duties as assigned

About You

  • 3+ years of technology support experience interacting with customers via various contact methods (primarily: phone, e-mail)
  • Knowledgeable of personal computing hardware platforms, basic network technology, and software in addition to experience with SAAS
  • K-12 or Ed-Tech industry experience preferred
  • Spanish language competency a plus
  • 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
  • Able to work effectively with ambiguity
  • Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.). Excel certification/s strongly preferred
  • Experience using CRM implementations (E.G. Salesforce, other.)
  • Ability to stay up to date on current DreamBox products/releases
  • Time management skills including the ability to prioritize and manage multiple tasks
  • 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
  • Ability to work overtime hours as needed
  • Ability to maintain a strict schedule

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!

Apply for this job

Apply for this job

Locations

Bellevue, Washington
Raleigh, North Carolina

Role

Customer Implementation / Customer Success

Experience Level

Mid 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.

Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up