Support Specialist

Illuminate Education - Remote - Full time

Position Overview

At Illuminate Education we’re looking for a customer-centric Support Specialist to join our Customer Support team. You will help implement strategies to cultivate a premier experience that will help elevate each client’s use of our products. Even when things go off track—products fail or users have issues—you can provide a fix and delight the client all at once. You recognize that the most important thing about a company is how it treats its clientele, and you are at the front lines eager to help.

Key Responsibilities

  • Solve client support interactions.
  • Ask appropriate questions and solve issues independently (via help docs, Confluence, old tickets etc.) before reaching out to others.
  • Ability to thoroughly research and find answers to client inquiries.
  • Learn about the system in order to better understand how things work together.
  • Be a team player; always take your team into consideration when making decisions.
  • Provide the level of detail needed to describe the issue completely and concisely.
  • Have a broad understanding of the modules in the product and understand how those modules work together.
  • Respond effectively to client issues with understanding and subject-matter expertise.
  • Excellent listening skills; listen fully to the client issues before suggesting a solution; understand the question behind the question.
  • Show respect for all clients, team members, managers, and company leadership.

Desired Experience & Qualifications

  • Exceptional customer service skills – customer support phone/email/chat experience preferred.
  • Strong written skills with the ability to take complex information and translate it for an outside audience.
  • Self-driven and passionate about learning more about the system and to better understand how things work together.
  • Knowledge of Google Suite products.
  • Reliable, customer service oriented, quality-focused.
  • Positive, team-driven attitude.
  • Ability to identify customer needs and successfully implement solutions.
  • Humble and friendly with a positive attitude that bridges problems with solutions.

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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