Customer Support Specialist
About Us
At McKinney-Vento.org, we are dedicated to empowering school districts and their liaisons with the tools and resources they need to support students experiencing homelessness. We’re looking for a detail-oriented and proactive Customer Support Specialist to join our team and ensure seamless client experiences.
Position Overview
The Customer Support Specialist will play a crucial role in maintaining client satisfaction by managing support tickets, troubleshooting technical issues, and providing back-end administrative assistance to the training success team. This role involves direct client interaction, coordination with operations and development teams, and identifying trends to preempt potential issues.
Key Responsibilities
Manage support tickets and respond to client emails, providing timely and effective solutions.
Assist clients with technical and troubleshooting needs; escalate issues as needed.
Call clients directly when necessary to resolve issues and ensure high client satisfaction.
Communicate with the operations and development teams to address and resolve client concerns that require their attention.
Monitor and identify trends in support inquiries, notifying operations and development teams of potential red flags.
Collaborate with the customer success team to assist in launching clients successfully.
Perform back-end administrative tasks, such as setting up new client accounts and configurations.
Requirements
Prior experience in customer support or a client-facing role.
Multilingual capabilities with Advanced English
Excellent problem-solving and communication skills.
Ability to manage multiple tasks and prioritize effectively.
Comfortable with technical troubleshooting and working with development teams.
Strong attention to detail and ability to identify trends and patterns in support data.
Familiarity with support ticket systems, CRM tools, and basic project management platforms is a plus.
Why Join Us?
Be part of a mission-driven team dedicated to making a difference in students’ lives.
Opportunities for professional growth and skill development.
Fully-remote, collaborative and supportive work environment.
McKinney-Vento.org asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact McKinney-Vento.org directly.
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