Job Description

We are looking for a detail-oriented Customer Support Associate (Full-time) dedicated to providing outstanding user support to every YouScience client (primarily educators and counselors). We understand the challenges teachers and students are facing and we are motivated to solve users’ problems quickly. We communicate with empathy and create a positive experience through our interaction via chat, phone, and email. You will be our Tier 1 problem solver, working directly with users and liaising with internal teams as needed to deliver an outstanding user experience. This is a fully remote position with the possibility of travel for in-person training and team meetings 1-3 times/year.

Responsibilities

• Respond to customer inquiries via online chat, telephone, or email in a helpful and timely manner, efficiently solving issues and pursuing the matter until it is solved
• Exhibit a positive attitude and enthusiasm toward the job and company to both internal and external customers in all forms of communication
• Document interactions with customers in CRM system
• Capture client feedback and suggestions
• Record and report customer issues, adhering to internal systems and processes
• Assist with account creation, data entry, sending onboarding emails to clients, etc.
• Perform additional, cross-departmental duties as required

Qualifications

What You’ll Have:

• 1-3+ years in a customer service role
• High school diploma or equivalent
• Ability to work a scheduled shift that falls within our business hours 5 AM – 6 PM MST, M-F
• Excellent communication skills that’s comfortable with chat, email, and telephone customer support
• Detail oriented team-player
• Solution focused with problem solving skills
• Friendly and positive attitude
• Proficiency in Microsoft Office Suite and Google Suite

Extra Credit:

• Post-secondary education
• Growth Mindset
• Salesforce knowledge
• Education industry experience
• SAAS industry or technical support experience

Additional Information

Benefits

• Mission oriented, collaborative culture that lives it’s company values
• Impact the lives of millions of students
• Flexibility to work remote
• Ongoing support for continuing education and career development
• Opportunity to work and learn alongside some of the industry’s most passionate innovators
• Great medical, dental, vision benefits
• 15 days paid time off (PTO) per year, parental leave
• Up to 22+ additional paid company holidays, including the 1st week of July and time off in between Christmas Eve and New Year’s Day
• 401K
• Partial internet and cell phone reimbursement
• Community service opportunities with 8 paid volunteer hours per year

Company Values

• We empower others
• We perform as a cohesive championship team
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed
• We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status