Support Specialist - Contract, Temporary (May through September) - PALS

Illuminate Education - Charlottesville, Virginia - Full time

Key Responsibilities

  • Attend weekly Customer Success Team meetings and monthly PALS Team meetings.
  • Respond to customers by phone and email to answer basic Tier 1 questions about PALS general information and orders, to provide PALS Online System technical support, or to transfer to others on PALS team for other issues.
  • Document all incoming calls and emails and interactions with customers in ZenDesk.
  • Support initial implementation of PALS new and renewing customers by sending standard PALS Welcome emails and setting up customer accounts on the PALS Professional Development website.
  • Support PALS customer renewal process and account management with direct outreach by phone to non-renewed customers or customers for whom we need updated account information.
  • Help PALS team with proofing of customer support documents and web pages for any needed corrections or updates for 2019-20 school year.
  • Monitor functioning of PALS Online System by participating in regular Q/A processes and reporting through established reporting protocol any bugs found either by customers or through Q/A process.

Desired Experience & Qualifications

  • Ability to work 40 hours/week from early May to end of September 2019. These dates are not flexible.
  • Effective, friendly communication skills for customer support, sales outreach, and technical support, with a professional manner.
  • Facility with email, online phone systems, Google docs, and Excel.
  • Ability to work with multiple online platforms and communicate instructions for those platforms.
  • Punctual and diligent in maintaining regular assigned work hours and answering calls and emails as they arrive.
  • Compliant with FERPA and company/division policies for maintaining privacy and accuracy of student and company data.
  • Appropriate written communication skills for communicating with customers using correct tone and grammar.

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Customer Implementation / Customer Success

Experience Level

Mid Level

Illuminate Education

The Phonological Awareness Literacy Screening (PALS) provides a comprehensive assessment of young children’s knowledge of the important literacy fundamentals that are predictive of future reading success. 

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