What are the responsibilities and job description for the Customer Support Representative position at Stukent?
Description
The Customer Support Representative is the primary advocate for the Stukent user experience. This role focuses on providing high-energy, empathetic, and technical assistance across various communication channels (email, chat, and phone). You will be responsible for ensuring that instructors can teach seamlessly and students can navigate their simulations without friction. Whether it’s troubleshooting an LMS integration or guiding a first-time user through a digital courseware setup, your goal is to turn potential frustration into a positive interaction.
Location: On-Site in Idaho Falls, Idaho
Full-Time Schedule: Open availability to work 8-hour shifts scheduled between 6:00 AM and 7:00 PM. Willingness to work occasional weekend shifts (Saturdays and/or Sundays) as assigned.
Part-Time Schedule: Evenings & Weekends. Monday - Thursday from 5:00 pm to as late as 10:00 pm, Saturdays from 12:00 pm to 4:00 pm, Sundays from 6:00 pm to 10:00 pm. Specific availability varies by time of year.
Essential Duties And Responsibilities
The Customer Support Representative is the primary advocate for the Stukent user experience. This role focuses on providing high-energy, empathetic, and technical assistance across various communication channels (email, chat, and phone). You will be responsible for ensuring that instructors can teach seamlessly and students can navigate their simulations without friction. Whether it’s troubleshooting an LMS integration or guiding a first-time user through a digital courseware setup, your goal is to turn potential frustration into a positive interaction.
Location: On-Site in Idaho Falls, Idaho
Full-Time Schedule: Open availability to work 8-hour shifts scheduled between 6:00 AM and 7:00 PM. Willingness to work occasional weekend shifts (Saturdays and/or Sundays) as assigned.
Part-Time Schedule: Evenings & Weekends. Monday - Thursday from 5:00 pm to as late as 10:00 pm, Saturdays from 12:00 pm to 4:00 pm, Sundays from 6:00 pm to 10:00 pm. Specific availability varies by time of year.
Essential Duties And Responsibilities
- Respond professionally to customer inquiries, whether through phone calls, emails, or support tickets.
- Maintain excellent communication, both written and verbal, in all customer interactions.
- Address customer issues by actively searching for solutions, which may involve collaborating with other support team members or escalating problems to other departments.
- Handle upset customers calmly and patiently, escalating issues to a superior when appropriate.
- Improve the overall customer experience through professional representation and the implementation of innovative ideas.
- Continuously learn and familiarize yourself with Stukent's courseware and simulations during non-peak hours.
- Perform miscellaneous job-related duties as assigned.
- 1 years of experience in a customer-facing position.
- Ability to be patient with frustrated customers.
- Strong communication skills, both written and verbal.
- Ability to remain calm and keen in stressful situations.
- Excellent typing skills.
- Proficiency in Microsoft Office and Google Workspace tools.
- Ability to handle multiple channels of customer requests simultaneously.
- Previous support/service experience with phones, email, and chat preferred.