Customer Service Specialist

hace 3 semanas

San José, San José, Costa Rica Schoolmint A tiempo completo

SchoolMint is the leading K-12 solution provider for strategic enrollment management, student behavior improvement, and school safety.
We offer powerful products that help schools run smarter enrollment management and student behavior management.
We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change.
We take these seriously.
At SchoolMint we live what we preach and embody values that empower us to delight our customers with award-winning products and top-notch customer service

SchoolMint is a parent-school interactions platform helping schools and parents save a lot of money and time by bringing all the manual processes like enrollment, payments, communication and all other interactions to mobile and web.
We are looking for a Customer Care Specialist who will provide support to customers in English and Spanish, with a focus on helping schools understand SchoolMint and use it correctly and effectively
You will be responsible for all customer support activities including customer communication, bug triage, enhancement requests, and follow up.
You will identify documentation or processes needed to make Customer Support self-service to our customers (ex.
Tips & Tricks).
You will conduct Quality Assurance (QA) activities to ensure that we are improving customer experience before feature release / bug fixes.
You will help own our customer relationships, solve business problems with some of the largest school districts in the US, in order to understand their existing processes, business goals and areas of opportunity.
This role will be the primary touchpoint for all customers requiring support.
**What You Will Do**:

- Ask clarifying questions to determine the nature of the problem and to be able to provide a solution.
- Follow existing processes to document and report issues/feedback to the internal team.
- Prioritize, answer, and implement creative solutions for customers.
- Participate in testing of new and updated products and provide feedback.
- Walk customers through problem-solving processes and consult on workflow best practices.
- Follow up with customers to ensure the issue has been resolved.
- Log call/issue information for record keeping.
- Meet and maintain productivity goals and expected satisfaction rating from customers.
- Identify areas to enhance existing processes and workflows.
- Serve as a liaison and advocate for our customers to the rest of the CSM team and company.
- Foster a collaborative environment where customers feel cared for, respected and heard.Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues.
**About You**:
To succeed in this role, you will need:

- 3-5 years of technical support experience - Software support/SaaS (Bonus).
- 1-3 years of experience working in a remote environment preferred.
- 1-3 years experience writing SQL queries for large data sets (bonus).
- Familiarity with a support ticketing system - Jira.
- Excellence in written and verbal communication, as well as strong listening skills.
- Ability to handle multiple priorities.
- Perform in an effective and timely manner all the tasks required.
- Work collaboratively with other departments (e.g.
Engineering, Product, Sales).
- Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
- You are a true problem solver and have the ability to solve difficult issues with little supervision.
- Exceptional project management abilities including time management, organization and attention to detail.
- Flexibility and a willingness to operate/thrive in a sometimes ambiguous environment.
- Strong interest in data and technology, especially education technology

**Benefits**
- Private medical and life insurance
- Referral bonus program
- Educational Assistance Program
- Remote job (within Costa Rica)
- 1x month optional co-working & lunch
- Winter Recess: company holiday between Xmas - New Years
- Generous time off package: 12 legal vacation days, 3 extra days a year, Tenure PTO, 5 Sick Days, 1 Floating Holiday, Birthday Holiday, Volunteer Day.
- Wellness Days.

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