We are looking for a Customer Service Representative to join our team in the education industry. This role will be based in New York, New York, and will be fully remote, allowing the candidate to work from any location within the US as long as they are comfortable with working 9-5:30 EST hours. This role offers a short term contract employment opportunity. Responsibilities include:• Providing support to customers via phone and email, answering their queries about our educational platforms and plans.• Assisting customers with various issues, such as troubleshooting technical problems, product usage questions, onboarding, product configuration, billing, and subscription inquiries.• Conducting in-depth investigations into technical issues, identifying the correct course of action, and logging the steps taken to produce an accurate report of each case and their resolution.• Collaborating with internal departments like Implementation, Sales, Editorial, QA, Product, Marketing, and Finance to ensure efficient resolution of issues.• Constantly interacting with peers and team leadership via Slack and Zoom to report emerging issues, request assistance, and prioritize or escalate user concerns.• Utilizing your unique skills and abilities to make an impact on our team by collaborating on exciting and challenging projects within the education industry.• Managing tickets in Zendesk (or similar) and JIRA and being familiar with Google Workspace applications (Slides, Sheets, Docs, etc.) and Slack.• Handling a high volume of inbound calls and emails, speaking with subscribers about plans/licenses and answering general questions about their contact.• Identifying issues and knowing how to troubleshoot them in a team player environment.• Having at least 1-2 years of experience in customer service or technical support roles in a contact center environment or with virtual/remote teams.