Product Support Specialist Tier 1, Full-Time

02 Jun 2024

Vacancy expired!

Description

Position at Imagine Learning

Great Purpose. Great People.

At Imagine Learning we ignite learning breakthroughs. It drives everything we do. We innovate together to support educators in creating those special moments when students experience the joy of learning at its best. We serve more than 10 million students and partner with more than 7,500 school districts nationwide.

Envision Your Experience

T1 Product Support Specialists provide world-class customer service through a variety of channels. The T1 Specialist handles standard troubleshooting and provides clients with assistance in navigating and using the several different product lines we offer.

  • Consistently maintain availability to take incoming phone calls and/or chats and/or emails.
  • Keep a professional and polite attitude and tone throughout all customer interactions.
  • Display a high level of confidence and provide a professional tone in all communications.
  • Communicate effectively with other agents to answer questions and maintain coverage.
  • Provide follow-up emails with resourceful Help Center articles on all client interactions.
  • Provide accurate information.
  • Provide clear and concise troubleshooting steps to our clients when responding to their communications.
  • Leverage internal resources to find solutions to aid our clients in their inquiries.
  • Proper ticket management, organization skills, and time management skills are required to ensure a high level of productivity.
  • Understand and follow the escalation processes.
  • Other duties as required.

This is a regular, full-time position, based out of your home office (must be in the US).

Imagine Learning offers competitive total compensation, including incentive opportunities for all regular employees.

Share Your Expertise

Experience, education, and qualifications essential for success in this role, include:

  • Bachelor's degree in a technology related field; or high school diploma with a one-year certificate from college or technical school; or 1 year of related experience and/or training; or an acceptable combination of education and experience.
  • Excellent communication, interpersonal, and organizational skills with a high level of professionalism.
  • Ability to diffuse and resolve difficult client concerns using tact and empathy.
  • Ability to quickly gain proficiency in company product lines.
  • Willingness and ability to work flexible hours.
  • Proper use of grammar, spelling, and punctuation on all communications.
  • Familiar with the industry standard operating systems and web browsers.
  • Capable of executing basic web browser troubleshooting.
  • To help ensure the safety of our valued employees, customers, and other business associates, Imagine Learning encourages employees to be fully COVID-19 vaccinated. Employees entering our office locations must be fully vaccinated or have received a negative COVID test result within 24 hours of their visit.

Ignite Your Career

We support your unique career journey by providing flexibility, investing in wellbeing, and propelling growth.

  • Imagine Learning is a hybrid workplace, with the majority of employees enjoying the opportunity to work from home within the US. Headquartered in Scottsdale, AZ, we also maintain offices in Provo, UT, Austin, TX, Petaluma, CA, and Rock Rapids, IA.

  • We offer a comprehensive benefits program to eligible employees, including:

    • Multiple health, dental, and vision plans, including medical plans with zero employee premiums

    • 401k plan with a company match

    • Company-paid behavioral health coaching

    • 15 paid holidays, including a winter shutdown from Christmas Eve through New Year’s Day

    • 15 days of accrued annual Paid Time Off (PTO) to start

    • Paid bonding leave when a new child joins your family
    • Paid volunteer hours and annual giving events

  • Imagine Learning is committed to fostering, cultivating, and preserving a culture of Diversity, Equity, and Inclusion.

  • We offer a wide variety of professional development programs, including tuition reimbursement for eligible employees.

Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. Imagine Learning will reasonably accommodate qualified individuals as required by law.

IND1

#LI-Remote

  • ID: #42244449
  • State: Arizona Scottsdale 85261 Scottsdale USA
  • City: Scottsdale
  • Salary: TBD
  • Job type: Full Time
  • Showed: 2022-06-02
  • Deadline: 2022-07-27
  • Category: Et cetera