Customer Support Specialist at Ascend Learning, Inc. in Burlington, Massachusetts

Job Description:

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.

WHAT YOU'LL DO

We are seeking a Customer Support Specialist with a background in supporting and configuring Healthcare related SaaS products for hospital systems across the Nation. The Customer Support Specialist will be assisting users with an array of support questions and configuring and supporting client programs in the StaffGarden platform. This role will interact with all levels of customers, from the basic level user to the executive level user or sponsor.

WHERE YOU’LL WORK

This position will work remote within eastern time zone within the United States.

HOW YOU’LL SPEND YOUR TIME

• Providing user support via email, chat, and phone. Support includes identifying issues, finding solutions, communicating information about the product and elevating items as appropriate.


• Assisting with customer support during and after onboarding, to include addressing questions, providing product information and training, and investigating issues reported.


• Configuring customer programs from the ground up on our platform.


• Assisting the implementation teams with developing customer resources such as PDF, PowerPoint, workflows, scripts and videos.


• Working closely with Product / Project management, and engineering teams.


• Hosting Pre demo preparation for Sales team and quality checks to programs built and resources furnished.

WHAT YOU'LL NEED

• Associate or bachelor’s degree preferred, equivalent work experience required


• 2+ years of Customer service background experience preferred. 


• Proficiency with Office 360 and Google Products and the ability to become familiar with new products


• Self-sufficient with minimal supervision, carry out routine tasks unprompted, and deadline driven


• Strong written, verbal, and interpersonal skills in English; including the ability to present complex concepts


• Track record of working with dynamic cross-functional teams


• Appropriate documentation of issues and resolutions and escalates and reassigns issues when appropriate

BENEFITS

• Flexible and generous paid time off


• Competitive medical, dental, vision and life insurance


• 401(k) employer matching program


• Parental leave


• Wellness resources


• Charitable matching program


• Hybrid work


• On-site workout facilities (Leawood, Gilbert, Burlington)


• Community outreach groups


• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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