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As a Customer Support Specialist here at Labster, you will be responsible for delivering amazing support to students and teachers that use Labster to enhance their learning around the world everyday! You will answer live chats, internal queries and work on amazing projects to deliver a top notch experience for our customers.
You will be the first point of contact for prospective or current customers through customer support channels (Helpdesk and Email), be they students, teachers, or faculty members, regarding every possible situation: access, technical support, simulation support, general questions, etc..
The shift for this exciting opportunity is Monday- Wednesday, 7:00 am- 2:30 pm EST, Thursday- Friday 2:00 pm-10:30 pm EST, and some weekend flexibility.
What you’ll be doing
Answer live chat queries on Intercom managing to expected SLA’s
Promptly process incoming help requests from customers via chat, video-chat and phone
Recognize, capture, escalate and report route issues that impact customer experience
Flexibility in shift coverage as needed to support business needs.
Work on projects as assigned to improve and contribute to Support goals and SLA’s
Maintain knowledge base for new offerings, solutions and technical competence; Create and update knowledge articles.
Collaborate with other Circles to advocate client needs and issues
Contribute to teamwork and morale by leading by example, cross training and development assistance of new team members.
Assisting Labster Circles in any support-related tasks via Slack, Email, Phone or Chat
Answer live phone calls from clients and resolve issues.
If this sounds like you, we’d love to hear from you
Native or fluent level of English required
Native or fluent level of Spanish is a plus, but not required
Technical acumen and aptitude
Troubleshooting technical issues
Knowledge of chat and chat bot applications and Slack Messaging, or similar messaging tools
Willingness to continuously learn in an ever-changing environment
Burning passion for helping people, making them happy and turning them into Labster promoters
Previous SaaS experience with tech support & customer support is a plus
Experience with Intercom or similar chatbot tool preferred
Previous experience in Education, EdTech space is a plus, but not required. An interest in the industry and our mission is a must!
Strong written and oral Communication Skills
Customer service appreciation and awareness
Ability to apply professional, product and technical expertise
Strong organizational skills and ability to multitask
Why Labster.
We are Labster. Creators of virtual science lab software that makes learning engaging, effective and accessible, to as many students as possible. We exist to empower the next generation of scientists to change the world. It’s our mission to support 100 million science learners globally by 2025.
In the same way our technology empowers students, we thrive on an autonomous and innovative culture based on Holacracy, and ensuring that your work fits into your lifestyle.
We encourage individual expression, boldly challenge how it’s always been done, and foster learning, creativity and growth. How you work is in your control, balanced by the comfort of access to like-minded, inspiring people, when you need it.
What’s in it for you?
Generous, inclusive parental leave policy with a phased return to work program
Work with flexibility
Unlimited paid vacation (which we encourage you to actually take!)
Learning budget & freedom to decide what you learn!
Company-wide equity program
Opportunities to travel and meet your colleagues from around the world!
Access to free 1:1 therapy sessions and other mental health and wellbeing support tools through a membership with iFeel
Opportunity to get involved with our Women In STEM and LGBTQIA Employee Resource Groups!
Our commitment to all of you
Labster, Inc. is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Labster strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Labster complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
Full Time
$45k-61k (estimate)
02/01/2023
02/04/2023
goodalefamily.net
Boise, ID
<25
The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Customer Support Specialist, 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 Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Support Specialist job description and responsibilities
To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.
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They help customers with their queries and complaints.
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Listen to customer complaints and provide adequate solutions for their problem via phone or email.
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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 Specialist jobs
Communication skills come as pretty much as a given, concerning customer support.
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Make Connections and Give Compliments.
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Ensure that customers understand the resolution and provide on-going education to customers.
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Compile and analyze customer requirements to give the best advice and resolve their query.
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Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.
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Step 3: View the best colleges and universities for Customer Support Specialist.