The Customer Support Specialist is the first point of contact for educators and support staff using NWEA products. In this role, you will troubleshoot technical and product-related issues via calls, emails, and chats. Working in a contact center environment, you will focus on providing effective solutions and ensuring a positive user experience across varying levels of technical proficiency.
Key Responsibilities
Provide first-level support for NWEA products and services, including test preparation, session management, and reporting.
Troubleshoot user inquiries, guide users through diagnostic procedures, and replicate issues when applicable.
Document partner interactions with accurate and detailed case notes in the CRM system.
Communicate effectively with partners and internal staff via email and messaging platforms.
Escalate complex issues to Tier 2 support and alert management to any product flaws.
Utilize resources such as the knowledge base and diagnostic tools to resolve incidents.
Manage caseloads to ensure timely resolutions, meeting quality and satisfaction standards.
Collaborate with subject matter experts to maintain up-to-date and accurate resources.
Remain flexible to support additional products and perform other assigned duties.
Skills and Abilities
Strong problem-solving and troubleshooting skills, particularly with technical processes.
Effective organizational skills with the ability to multitask in a dynamic environment.
Excellent communication and interpersonal skills for tactful collaboration with partners.
Growth mindset and adaptability to handle ambiguity.
Strong time management skills to efficiently manage caseloads and meet deadlines.
Familiarity with technical tools and the ability to quickly learn new software.