What are the responsibilities and job description for the Part- Time Customer Support Representative position at Stukent?
Location: On-Site in Idaho Falls, ID
Part-Time Schedule: Evenings & Weekends. Monday - Thursday from 3:00 pm to as late as 8:00 pm, Saturdays from 10:00 am to 2:00 pm, Sundays from 4:00 pm to 8:00 pm. Specific availability varies by time of year.
The Role
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.
Essential Duties and Responsibilities
- Actively search out solutions for the issues at hand, which may include working with others from the support team or escalating to other teams to find resolutions
- Answer phone calls and respond professionally to emails/tickets from concerned customers
- Demonstrate excellent communication skills, both written and verbal, with every customer
- Calmly and patiently work with upset customers and escalate issues to superiors when necessary
- Manage and improve customer experience through professional presentation, and implement innovative ideas
- Actively learn and become acquainted with Stukent's various courseware when not actively helping customers
- Minimum 2-3 years of experience in a technical customer support or help desk role
- Patience and tolerance with frustrated customers
- First-rate communication skills, both written and verbal
- Remain calm and keen in stressful situations
- Typing skills are proficient and high-speed
- Proficiency in Microsoft Office and Google Drive
- Excellent communication skills, able to handle multiple channels of customer requests simultaneously
- Previous support/service experience with phones, email, and chat preferred