Customer Support Representative
Source: remoteok
About the Role
Civitas Learning, Inc. is seeking a Customer Support Representative (CSR) to join our Customer Support team. This is a talented, collaborative, high-performance, and mission-driven team responsible for the data quality of our products. The team maintains data freshness and accuracy in customers' apps, ensures app usability, and implements post-deployment custom code solutions to meet customer needs. We ensure that the insights our products provide to our customers are driven by data of the highest quality.
The ideal CSR candidate will be patient and empathetic, have experience working with customers through email or a ticket management system, and have the ability to describe highly technical content in a way that is comprehensible to users who are new to the technology. The CSR candidate will be curious, diligent, and organized, be able to recognize and interpret customer needs from minimal information, and be able to make decisions independently.
Responsibilities
- Triage incoming tickets to determine urgency and context, categorize the tickets, and gather pertinent information for troubleshooting.
- Answer frequently asked questions and redirect the user to the appropriate resource material.
- Make some administrative changes to the system configuration when it can be done through the user interface.
- Assist other cross-functional team members and escalate tickets as appropriate.
- Work collaboratively with local and geographically dispersed team members.
Desirable Skills
- One to two years experience working in customer support for a software industry.
- Technical aptitude and good communication skills.
- Experience working with databases such as Postgres or MySQL.