Schedule: Mon-Fri 8am-5pm (onsite training for 2 weeks) | Mon- Friday: 6 am to 12 pm
Pay: $18.00 - $20.00/hour
Location: Apple Valley, MN
Position Overview
The Customer Support Specialist serves as the first point of contact for educators and educational support staff. Working within a contact center environment, the role involves troubleshooting technical and product-related issues through calls, emails, and chats. Specialists ensure a positive experience for users of NWEA's products and services, offering solutions tailored to varying levels of technical proficiency.
Key Responsibilities
Provide first-level support for NWEA products and services, including test preparation, session management, and report interpretation.
Troubleshoot partner inquiries, guiding users through diagnostic procedures and replicating issues when needed.
Document all partner interactions with detailed and accurate case notes in the CRM system.
Create and maintain high-quality communication with partners and internal staff via email and messaging platforms.
Escalate advanced issues to Tier 2 support and alert management about product flaws.
Leverage resources like the knowledge base and diagnostic tools to research and resolve incidents.
Manage caseload to ensure timely and effective resolution, meeting quality and satisfaction metrics.
Collaborate with subject matter experts to keep resources updated and accurate.
Maintain flexibility to support products and perform additional duties as needed.
Skills and Abilities
Strong problem-solving and troubleshooting abilities with a focus on technical processes.
Effective organizational skills with the ability to multitask in a fast-paced environment.
Excellent communication and interpersonal skills for calm, tactful collaboration with partners.
Growth mindset and adaptability to ambiguous situations.
Time management skills to efficiently handle caseloads and meet deadlines.
Familiarity with technical tools and the ability to learn new software.
Experience: Minimum 2 years in a call center or technical product support role.
Preferred: Proficiency in Salesforce and educational backgrounds.
Benefits Info
Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.