What are the responsibilities and job description for the Online Support Agent position at AMERICAN LEGACY PUBLISHING GROUP?
Summary-
Looking for more than a typical call center job? Join Studies Weekly's Customer Support team and build skills that can grow with you.
As an Online Support Agent, you'll help teachers and school administrators across the country get the most from Studies Weekly's products and online platform. You'll communicate with customers through phone, chat, and email while developing hands-on experience in customer service, technical troubleshooting, problem-solving, and educational technology.
This is an entry-level role with room to grow. We invest in training and development and provide opportunities for team members to expand their skills, take on more complex responsibilities, and pursue advanced roles within Customer Support and across Studies Weekly as opportunities become available.
We're looking for people who are curious, dependable, hardworking, comfortable with technology, and excited to learn. You won't simply follow a script-you'll learn how to understand customer needs, investigate problems, find solutions, and contribute as part of a collaborative team.
If you're ready to build valuable professional skills while helping educators succeed, we'd love to meet you.
Essential Duties and Responsibilities
The employee is required to talk, hear, and see. This position requires sitting for extended periods while using a computer, reaching with arms and hands, and frequent use of a keyboard and mouse.
Disclaimer-
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Looking for more than a typical call center job? Join Studies Weekly's Customer Support team and build skills that can grow with you.
As an Online Support Agent, you'll help teachers and school administrators across the country get the most from Studies Weekly's products and online platform. You'll communicate with customers through phone, chat, and email while developing hands-on experience in customer service, technical troubleshooting, problem-solving, and educational technology.
This is an entry-level role with room to grow. We invest in training and development and provide opportunities for team members to expand their skills, take on more complex responsibilities, and pursue advanced roles within Customer Support and across Studies Weekly as opportunities become available.
We're looking for people who are curious, dependable, hardworking, comfortable with technology, and excited to learn. You won't simply follow a script-you'll learn how to understand customer needs, investigate problems, find solutions, and contribute as part of a collaborative team.
If you're ready to build valuable professional skills while helping educators succeed, we'd love to meet you.
Essential Duties and Responsibilities
- Respond professionally to customer inquiries through phone, chat, and email.
- Assist customers with navigating Studies Weekly's online platform, accounts, and digital products.
- Troubleshoot common customer issues using established procedures and knowledge base resources.
- Document customer interactions accurately using Zendesk.
- Utilize Slack to communicate and collaborate with teammates and leadership.
- Prioritize multiple customer conversations while maintaining accuracy and professionalism.
- Follow department procedures, policies, and process updates.
- Escalate complex issues appropriately while gathering all necessary information.
- Participate in training sessions, team meetings, and coaching opportunities.
- Contribute to a positive team environment focused on providing exceptional customer experiences.
- Perform other duties as assigned.
- Strong verbal and written communication skills.
- Excellent customer service attitude with a friendly and professional demeanor.
- Ability to learn new software applications and internal systems quickly.
- Comfortable working with computers and multiple applications simultaneously.
- Strong attention to detail and organizational skills.
- Ability to remain calm and professional in a fast-paced environment.
- Strong problem-solving skills and willingness to learn.
- Ability to multitask while maintaining accuracy.
- Ability to work independently while contributing as a team member.
- Reliable attendance and punctuality.
- Typing speed of 40 WPM.
- Ability to adapt to changing priorities and procedures.
- High school diploma or equivalent required.
- Previous customer service experience required.
- Experience with online platforms, educational technology, or help desk/customer support is a plus but not required.
The employee is required to talk, hear, and see. This position requires sitting for extended periods while using a computer, reaching with arms and hands, and frequent use of a keyboard and mouse.
Disclaimer-
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Salary : $18 - $22