What are the responsibilities and job description for the Customer Support Representative (Remote, Eastern Time Zone) position at Skill Struck?
Skill Struck empowers educators and schools by offering computer science education at every grade level. We make coding engaging and accessible to all student demographics, especially under-represented groups in tech.
Our mission is to inspire creators, grow problem solvers, and strengthen communities.
Customer Support Representatives are at the frontline of ensuring our partner schools are having a positive experience. You will be responsible for handling the questions of teachers across the country, and will have a direct impact in the lives of students. You will also take a proactive approach by spending time on Quality Assurance and testing our platform to therefore reduce bugs and support inquiries.
This role reports to the Customer Support Manager.
This role must be able to cover our East Coast support hours starting at 8am ET.
To begin, this role will be around 20 hours per week. Based on performance and customer demand, hours can fluctuate and eventually increase. Transitioning to a full-time customer support role is possible in the future.
We are looking to onboard for this position in late May or early June of 2023.
Your Qualities
Willingness to learn and grow- Clear communication skills with a strong ability to empathize
- Demonstrated history of being well-organized
- Self-starter who is determined to solve problems and make an impact
- Ability to work according to a East Time Zone schedule (i.e., 8am - 12pm ET)
- Familiarity with HTML, CSS, Javascript, or Python preferred but not required
Your Daily Adventures
Answer incoming customer inquiries via chat and email- Engage with clients in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- When there are not customer tickets to address, you will work on documenting product updates and testing the curriculum to improve quality assurance
- Collaborate with management teams to stay updated on new products, services, and policies
- Record customer information within our customer service database
Commitment to equity and belonging: At Skill Struck our mission is to create opportunities for all students to develop technical skills, we know that we have a responsibility to make computer science education more accessible for underrepresented groups. We also believe in the importance of creating equitable opportunities in the workplace and are constantly striving to increase diversity on the Skill Struck team.
Benefits: Generous Paid Holidays, Remote Work Environment
Schedule:
Monday to Friday, Generally will be 8am - 12pm Eastern Time Zone.
Accessibility:
This position mostly comprises computer work. The candidate must be able to sit for long periods of time, use a keyboard and mouse, and work at a desk for extended periods of time. Though on rare occurrences it may happen, the candidate may also need to lift up to 25 pounds.
Skill Struck provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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