Client Care Specialist 1

$25–35K/y Salary
0% Equity
Employment Herndon, United States Posted October 30 2016
Do you enjoy helping customers solve problems? Do you do a “happy dance” when a challenging client says, “I could not have done it without you”? Do you look for ways to make a product easier to use and more fun? Do you have a passion for working with people, and making them successful? If so, we want you!

We are looking for someone who thrives on supporting people via email, phone, chat, forums, and social media. Our team members leverage their mastery of our software to build innovative trainings, as well as communication tools and events to help our users love their experiences with our products.

Successful Client Care Specialists always have:

-Excellent customer service skills — the ability to be patient, accurate, compassionate, responsive, resourceful, and conscientious
-Excellent organizational, writing, listening, and speaking skills. You must be able to translate technical words and concepts into plain language for our most basic users.
-A strong sense of urgency and ownership
-Strong collaboration skills and work well on a team
-A passion for social media and web-based software
-Critical thinking skills and the curiosity to understand “Why?”
-Fearless interest in and curiosity about gadgets and technology innovations
-The ability to identify, troubleshoot, and follow-up on customer issues, as well as replicate and document problems for escalation
-A desire to learn, master, and teach people about our software products
-Creative thinking skills and a desire to make things better
-Civic engagement and a drive to give back to their community

Desired Experience/Skills (not all required):

-Basic knowledge of various mobile platforms (e.g. iOS, Android)
-Solid technical support experience
-Demonstrable customer service experience (non-technical field is acceptable)
-Knowledge of HTML and/or JavaScript
-Experience with APIs

Responsibilities:

-Provide expertise to a diverse portfolio of clients who need assistance with our suite of cloud-based survey and communications technologies
-Collaborate with the K12 Insight engineering team (aka The Magicians in the Back Room) to provide insight about the user experience, and make recommendations about how to position our products and company for continued success.
-Ensure every client receives maximum value by sharing tips and tricks and explaining best practices via phone and email.
-Deliver periodic online and in-person training for new and existing clients that make every client confident they can master our products
-Assist team members with additional projects, such as product releases, customer webinars, the production of client training materials, including manuals and how-to videos.
-Work hours are 11 a.m. to 8 p.m.

Salary: Commensurate with experience

Benefits: Healthcare, Dental, 401(k), Paid Vacation, Life Insurance, Disability

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