Experienced Remote Customer Support Agent – EDtech Industry Expertise Required for Dynamic Company
Introduction to ParentSquare
ParentSquare is a pioneering company in the EDtech industry, dedicated to revolutionizing the way schools and parents communicate. With a strong presence in Santa Barbara, our mission is to empower schools to enhance family engagement for all students. We strive to keep our approach simple, yet effective, and our products have already made a significant impact. Our flagship products, ParentSquare and RemindHub, serve over 18 million students, providing unified communications tools that include forms, sign-ups, payments, RSVPs, direct messaging, language translations, chat, and more. Additionally, our free product, Remind Chat, reaches over 80% of K-12 students, offering a safe and easy-to-use platform for direct communication between teachers and families. Our latest innovation, SmartSites, provides state-of-the-art websites for school districts, enhancing their online presence and accessibility.
About the Role
We are seeking an experienced Customer Support Agent to join our team. As a Customer Support Agent, you will be the first line of communication for our customers, providing exceptional support via email, chat, and phone. You will be responsible for resolving product or service problems, clarifying customer needs, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. Your role will be crucial in ensuring our customers receive the best possible experience, and you will be expected to work on behalf of our customers with a passion for helping and going the extra mile.
Key Responsibilities
- Answering incoming emails, live chats, and phone calls from customers
- Resolving product or service problems by clarifying the customer's needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Taking detailed notes of the contact in our ticketing system
- Resolving support issues quickly and efficiently
- Escalating tickets to the next tier support when unable to resolve
- Maintaining updated knowledge of all company products and services to provide adequate education to customers
- Collecting and recording customer feedback and information, and sharing with appropriate departments and team members
- Improving help articles and developing support materials
- Product testing and contributing to team effort by accomplishing related results as needed
- Attending all required customer service-related meetings
- Providing friendly and personalized service, of which ParentSquare prides itself
Ideal Candidate
We are looking for a candidate with previous EDtech experience, preferably with experience in SIS or technical integrations (SFTP, API, etc.). Prior experience in customer support or customer success, and familiarity with ticketing systems (Zendesk is a strong plus), is also required. You should bring a proactive, self-motivated, and positive attitude to work every day, with excellent attention to detail and communication skills. As a quick learner, you should be tech-savvy and have a desire to learn in a dynamic startup environment. Flexibility is essential, as you will be required to work a flexible schedule, including early mornings or evenings and weekends.
Essential Qualifications
- Previous EDtech experience, SIS, or experience with technical integrations (SFTP, API, etc.)
- Prior experience in customer support or customer success, and familiarity with ticketing systems (Zendesk is a strong plus)
- Proactive, self-motivated, and positive attitude
- Excellent attention to detail and communication skills
- Quick learner, tech-savvy, and a desire to learn in a dynamic startup environment
- Ability to work a flexible schedule, including early mornings or evenings and weekends
Preferred Qualifications
- Experience working in a remote team environment
- Familiarity with customer support software and tools
- Strong problem-solving skills and ability to think critically
- Excellent time management and organizational skills
- Ability to work in a fast-paced environment and adapt to changing priorities
Skills and Competencies
To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders. You should be highly organized, with strong time management and problem-solving skills. The ability to work in a fast-paced environment and adapt to changing priorities is essential. Additionally, you should be proficient in using customer support software and tools, with a strong understanding of EDtech products and services.
Career Growth Opportunities
At ParentSquare, we are committed to providing our employees with opportunities for growth and development. As a Customer Support Agent, you will have the chance to work with a dynamic team, learn about our products and services, and develop your skills and expertise. We offer regular training and professional development opportunities, as well as a clear path for career advancement. Our goal is to help you succeed and grow with our company, and we are committed to supporting your career goals.
Work Environment and Company Culture
At ParentSquare, we pride ourselves on our positive and supportive company culture. We believe in work-life balance and offer a range of benefits and perks to support our employees' well-being. Our team is fully remote, and we provide all the tools and equipment you need to make your home office a place where you can thrive. We are an equal opportunity employer, and all applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Compensation, Perks, and Benefits
We offer a competitive salary range of $25-$28/hour, depending on experience. In addition to your salary, you will receive a range of benefits and perks, including:
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 15 paid holidays, including your birthday!
Conclusion
If you are a motivated and customer-focused individual with a passion for EDtech, we encourage you to apply for this exciting role. As a Customer Support Agent at ParentSquare, you will have the opportunity to work with a dynamic team, develop your skills and expertise, and contribute to the success of our company. Don't miss out on this chance to join our team and start your future with ParentSquare. Apply now!