Job Description
Description Who We Are
DiplomaSender [DS] provides world-class service and the highest level of data management in adult education, and we continually seek talent to help provide what is missing in our industry. Each of our collaborators strives to build trust, both internally and externally, because it results in loyal, long-term relationships.
DS is filled with the best and brightest. Though many of us are not all related, we all feel like a family. In true collaboration, we share our genius with one another to be what is missing. It is a chain reaction, as we grow in love, abundance and appreciation we help ourselves and we inspire others to do the same. Changing the world, one opportunity at a time.
When you work in our company, you will have the opportunity to use your curiosity to bring new ideas to continuously improve our service and deliver real value to our clients and constituents.
Our Vision DS will become the nation’s leader in making education records easily accessible to those who need them. People want to partner with us because we love to help others advance their lives and careers, we innovate with curiosity, and we meet our customers’ needs with the highest degree of integrity.
Our Purpose Improving lives - Our Collaborators. Our Constituents. Our Customers.
Our Values
Always embracing integrity
Always curious
Always responsible
Always building trust
Your Role
We are looking for a Customer Support Representative Specialist [ CSR ] who will assist our customers. This is a remote position, you are welcome to work from home. As a CSR you will be a point of client contact for support cases. You will identify issues and escalate them to the IT team. We expect you to have fun, to be patient, and communicate respectfully with your fellow collaborators and clients as you work to coordinate a resolution to support cases. In addition to formal supervision, CSRs enhance accountability through peer review and mutual trust. This promotes a sense of ownership and teamwork. The required technical knowledge plus your ability to be focused, diligent, and have outstanding interpersonal skills will distinguish you as a top candidate for the position.
Your Team
You will be part of the CSR Team, reporting to the Director of Contact Services and will be responsible for owning the DS culture while supporting our customers.
Requirements Responsibilities
- Communicate with internal and external website users in order to coordinate resolution of technical support cases via phone or chat
- Identify issues and escalate them to the IT team
- Resolve technical support cases or escalate them to another member of the DS team
- Perform quality assurance testing
- Protect our client’s data
- Learn, own, and champion the DS culture
- Develop and maintain a thorough and workable knowledge of all DS processes and services, aka Under the Hood
- Peer review and mutual trust. This promotes a sense of ownership and teamwork within the group.
About You Your Experience
- Experience communicating in a team environment
- Experience with computers, website navigation, and Google Workspace
Essential Your Qualifications
- General Requirements
- At least 2 years experience and/or extensive knowledge using Zendesk.
- 2 years minimum experience in a call center
- Knowledge and implementation of customer support industry standards.
- Experience making 15-25 plus outbound calls per day
- Experience resolving 25-50 plus chats per day
- 3 years minimum of remote work.
- Technical
- Basic understanding of web site technology.
- Basic competency using Google Workspace.
- Internet Connectivity: at least 10 Mb/s upload and download speed as well as a secure network
- Communication
- Produce clear and effective correspondence.
- Patient and professional demeanor in spoken communication.
- Understand and follow documented processes.
- Create effective bug reports when escalating support cases.
- Effective use of Slack
Desirable - Supporting clients who are protected by FERPA regulations.
- Experience and familiarity with High School Equivalency Testing programs
- Experience and familiarity with Credit Bearing and Proprietary School programs
- Experience and familiarity with peer to peer feedback
Benefits - Health, dental, vision and life insurance
- Generous time off benefits
- 401k with company match
- Continuing education assistance
Job Tags
Remote job,