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Customer Support Associate
eLumen Minneapolis, MN
$39k-49k (estimate)
Full Time | Business Services 9 Months Ago
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eLumen is Hiring a Customer Support Associate Near Minneapolis, MN

Customer Support Associate

eLumen has opened a search for a Customer Support Associate (CSA) to join the team. The successful applicant will directly support college and university administrators through phone and email support and self-service documentation. An eLumen CSA explains complex information in a clear and concise manner and is comfortable troubleshooting data-based software issues. 

Colleges, Community Colleges, and Universities teach the next generation of talent. These institutions are under great pressure to provide meaningful instruction that actually prepares students for the real world. Meanwhile, they are also navigating the complex process of managing their curriculum and meeting the regulatory requirements to receive public funding.

eLumen is an education technology software company that works closely with institutions to help them connect people and processes that lead to greater student success through best practices consulting and data-driven solutions development. Our vision is helping institutions put new possibilities for sustainable, continuous improvement in place; and turn bureaucratic processes into tools for student success guided by some of the largest institutions in the U.S. and the World.

Position Responsibilities:

  • Triage phone and email support requests with empathy and clarity
  • The ability to analyze and troubleshoot technical issues, both independently and collaboratively.
  • Critical thinking and logical reasoning skills to identify and resolve problems efficiently.
  • Strong written and verbal communication skills are crucial for interacting with end-users.
  • The ability to explain technical concepts in non-technical terms.
  • Active listening skills to understand and address user concerns effectively.
  • Ability to prioritize and manage time effectively. 
  • Maintain accurate records of support requests, resolutions, and common issues to improve efficiency and provide a knowledge base for future reference.
  • Present at department meetings on support issues and productivity.
  • Willing and able to learn and adapt to new technologies and procedures.
  • Identify patterns within and across clients and work with the Success team to formulate and enact solutions and strategies
  • Work with teams to establish critical goals, or other key performance indicators and aid the company and the customer in achieving their goals.
  • Be a team contributor while meeting your personal objectives
  • Other duties as assigned

Qualifications:

  • Bachelor’s Degree in Education, English, Writing, Information Systems or related field
  • 3 years of relevant experience.
  • Experience in higher education assessment, curriculum, or accreditation or education technology a plus
  • Prior experience in software a plus
  • Proficient in GoogleDocs/Office software
  • Proficient in video conferencing software
  • Familiarity with support/ticketing systems such as ZenDesk and Jira
  • Understands agile methodology
  • Project management skills a plus
  • Impeccable written and verbal communication skills.
  • Strong team player but still a self-starter.
  • Thrives in a dynamic environment and can adjust priorities on-the-fly.
  • You’re driven: No one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • You want to help and serve our customers: They win, so you win.
  • You like to learn by doing. You are ready to get your digital fingers dirty and play in the app.

eLumen offers a generous PTO (unrestricted) and sick time benefit, a comprehensive health and dental plan (including FSA options), life insurance, and a retirement savings plan.

COVID 19 Vaccination: All employees meeting face-to-face with other employees or traveling to clients are required to show proof of COVID-19 vaccination. (exemption accommodations can be requested)

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

eLumen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.

ntain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

eLumen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$39k-49k (estimate)

POST DATE

06/09/2022

EXPIRATION DATE

11/16/2023

WEBSITE

elumen.info

HEADQUARTERS

Minneapolis, MN

SIZE

50 - 100

INDUSTRY

Business Services

Show more

The job skills required for Customer Support Associate include Life Insurance, Troubleshooting, Verbal Communication, Empathy, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Associate. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Associate. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Customer Support Associate positions, which can be used as a reference in future career path planning. As a Customer Support Associate, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Associate. You can explore the career advancement for a Customer Support Associate below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Support Associate, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Associate for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Support Associate job description and responsibilities

Understand customer requirements so as to provide appropriate clarifications and solutions.

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Route and direct customer requests to appropriate personnel.

01/03/2022: Allentown, PA

Work within various teams to ensure outstanding customer service.

03/12/2022: Atlantic City, NJ

Support agents can find out which tickets need their attention the most by creating customized ticket views.

02/26/2022: Alexandria, LA

Develop professional relationships with ongoing customers through excellent customer service.

02/25/2022: High Point, NC

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Associate jobs

To save time on responding to common questions, Freshdesk lets support reps create canned responses.

03/10/2022: Boca Raton, FL

Listen attentively and actively.

02/25/2022: Charleston, WV

Take ownership and responsibility.

01/18/2022: Utica, NY

Attending training sessions to grow knowledge of products and to develop customer service skills.

02/25/2022: Springfield, MO

Maintain broad knowledge of customer products and services.

01/13/2022: New London, CT

Step 3: View the best colleges and universities for Customer Support Associate.

Butler University
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