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.