Client Support Specialist - Raleigh, United States - DreamBox Learning

Description

**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**

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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.

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