Client Support Specialist (Contract)
Client Support Specialist (Contract) at DreamBox Learning Raleigh, North Carolina, United States About the Role:
The DreamBox Client Support Specialist (Contract role) assists internal and external customers with product provisioning, rostering, onboarding, DreamBox software feature/functionality, and general product questions via phone, email, and other contact methods.
They are accountable for ensuring that the rostering and onboarding experience is exceptional for all customers.
This role will triage and solve issues whenever possible and escalate client issues for additional technical support where needed.
This role is primarily on phones and requires articulate communication skills, fast problem solving, and detailed case documentation.
This will be a 6-month contract with the potential to convert What Youll Be Doing:
Assist customers with questions on DreamBox software and diagnose complex issues for fast case routing Process and troubleshoot daily roster updates Review, validate, and clean roster files to prevent errors Work with new customers to provide an exceptional first-time rostering experience Diagnose, troubleshoot, and resolve customer rostering issues via phone, email, and live chat Provide subject matter expertise in order to resolve issues surrounding DreamBox software Leverage subject matter expertise to identify gaps in knowledge base articles and training materials Attend scheduled customer onboarding calls to provide rostering assistance and best practices Ensure attention to detail and high-quality case documentation is provided for all support cases Provide support to fellow Client Support Agents as needed About You:
2
years of Customer Service Experience Able to diagnose and troubleshoot hardware and software issues related to DreamBox software Experience using ticket systems for case management (Salesforce or Zendesk preferred) Time management skills including the ability to prioritize and manage multiple tasks Ability to quickly learn new technology and newly released features with training Excellent written and verbal communication skills Proven ability to communicate clearly and effectively Professional in stressful situations Must be passionate about customer experience, satisfaction, and quality of support to work effectively with ambiguity Able to thrive in a fast-paced environment Legally authorized to work in the United States.
Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level.
The pandemic has increased the opportunity gap for our most vulnerable students.
As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential.
This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers.
Come help us make a difference at DreamBox Learning.
Were passionate about our mission to radically transform the way the world learns.
Today, our Intelligent Adaptive Learning platform with its rigorous curriculum and game-based environment is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time.
In the wake of COVID-19, and the broad range of learning experiences:
in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their students learning.
We offer a flexible, hybrid work solution once it is safe to go back into the office.
We are all 100% remote at this time.
At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams.
We are proud to be an equal opportunity employer.
Thanks for considering DreamBox Learning! Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary .
Whatever your decision, it will not be considered in the hiring process or thereafter.
Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in DreamBox Learnings Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Gender Gender Gender Please identify your race Please identify your race Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.
As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.
Classification of protected categories is as follows:
A disabled veteran is one of the following:
a veteran of the U.
S.
military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.
S.
military, ground, naval, or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.
S.
military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.
S.
military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status Veteran Status Veteran Status Form CC-305OMB Control Number 1250-0005Expires 05/31/2023 Voluntary Self-Identification of Disability We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.
We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.
To do this, we must ask applicants and employees if they have a disability or have ever had a disability.
Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so.
Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions.
Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.
For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.
S.
Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at.
You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.
Disabilities include, but are not limited to:
Autism Recommended Skills Attention To Detail Case Management Communication Curiosity Customer Experience Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
The DreamBox Client Support Specialist (Contract role) assists internal and external customers with product provisioning, rostering, onboarding, DreamBox software feature/functionality, and general product questions via phone, email, and other contact methods.
They are accountable for ensuring that the rostering and onboarding experience is exceptional for all customers.
This role will triage and solve issues whenever possible and escalate client issues for additional technical support where needed.
This role is primarily on phones and requires articulate communication skills, fast problem solving, and detailed case documentation.
This will be a 6-month contract with the potential to convert What Youll Be Doing:
Assist customers with questions on DreamBox software and diagnose complex issues for fast case routing Process and troubleshoot daily roster updates Review, validate, and clean roster files to prevent errors Work with new customers to provide an exceptional first-time rostering experience Diagnose, troubleshoot, and resolve customer rostering issues via phone, email, and live chat Provide subject matter expertise in order to resolve issues surrounding DreamBox software Leverage subject matter expertise to identify gaps in knowledge base articles and training materials Attend scheduled customer onboarding calls to provide rostering assistance and best practices Ensure attention to detail and high-quality case documentation is provided for all support cases Provide support to fellow Client Support Agents as needed About You:
2
years of Customer Service Experience Able to diagnose and troubleshoot hardware and software issues related to DreamBox software Experience using ticket systems for case management (Salesforce or Zendesk preferred) Time management skills including the ability to prioritize and manage multiple tasks Ability to quickly learn new technology and newly released features with training Excellent written and verbal communication skills Proven ability to communicate clearly and effectively Professional in stressful situations Must be passionate about customer experience, satisfaction, and quality of support to work effectively with ambiguity Able to thrive in a fast-paced environment Legally authorized to work in the United States.
Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level.
The pandemic has increased the opportunity gap for our most vulnerable students.
As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential.
This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers.
Come help us make a difference at DreamBox Learning.
Were passionate about our mission to radically transform the way the world learns.
Today, our Intelligent Adaptive Learning platform with its rigorous curriculum and game-based environment is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time.
In the wake of COVID-19, and the broad range of learning experiences:
in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their students learning.
We offer a flexible, hybrid work solution once it is safe to go back into the office.
We are all 100% remote at this time.
At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams.
We are proud to be an equal opportunity employer.
Thanks for considering DreamBox Learning! Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary .
Whatever your decision, it will not be considered in the hiring process or thereafter.
Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in DreamBox Learnings Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Gender Gender Gender Please identify your race Please identify your race Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.
As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.
Classification of protected categories is as follows:
A disabled veteran is one of the following:
a veteran of the U.
S.
military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.
S.
military, ground, naval, or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.
S.
military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.
S.
military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status Veteran Status Veteran Status Form CC-305OMB Control Number 1250-0005Expires 05/31/2023 Voluntary Self-Identification of Disability We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.
We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.
To do this, we must ask applicants and employees if they have a disability or have ever had a disability.
Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so.
Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions.
Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.
For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.
S.
Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at.
You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.
Disabilities include, but are not limited to:
Autism Recommended Skills Attention To Detail Case Management Communication Curiosity Customer Experience Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
