Customer Support Specialist (Contract)

DreamBox Learning - Bellevue, Washington or Remote - Full time

About Us:

At DreamBox we found a better way to support students’ math journeys. It’s one that meets them exactly where they are (no matter where they start), that intelligently adapts to the way they learn, and helps them excel no matter who they are or where they live.

About the Role:

The Customer Support Specialist (Contract role) 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, and/or live chat. Customer Support Specialists will triage and resolve customer issues whenever possible and escalate issues for additional technical support where needed.

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

What You’ll Be Doing:

  • Assist customers with questions on DreamBox software via phone, email, and live chat
  • Assist customers with logging in, creating or updating accounts, and adding or removing users
  • Troubleshoot software and hardware issues related to DreamBox
  • Guide customers through questions about DreamBox lessons and teacher reports
  • Guide school customers through rostering best practices
  • Diagnose and troubleshoot complex issues for fast case routing
  • Resolve customer payment issues
  • Provide support to internal DreamBox teams
  • Ensure attention to detail and high-quality documentation is provided for all support cases

About You:

  • 2+ years of customer service experience
  • Experience using Microsoft Office suite tools (Outlook, Word, Excel, etc.)
  • Experience using a CRM (e.g. Salesforce, ZenDesk) is a plus
  • K-12 education or EdTech industry experience is a plus
  • Spanish language competency is a plus
  • Ability to prioritize and manage multiple tasks
  • Ability to quickly learn new technology
  • Excellent written and verbal communication skills
  • Professional in stressful situations
  • 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

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