Job Description
Job Description
Customer Services Representative
Duration: 6 month contract to hire (performance-based)
Location: Remote (Must be comfortable working CST hours)
Salary: $15/hr
We are seeking a Customer Service Representative for our client in the education space. This individual will be trained on their proprietary systems, but must possess some technical knowledge, experience working with a ticketing system, and excellent customer service skills
Must-Haves:
- 2+ years of experience in a Tier 1 IT Support or Technical Customer Service role.
- Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies).
- Experience using a ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).
- Excellent customer service skills with a strong sense of empathy, patience, and professionalism.
- Strong verbal and written communication skills, including polished phone etiquette.
- Ability to work independently in a remote environment with a reliable internet connection.
- Comfortable learning new systems and adapting to evolving processes.
Day to Day:
- Provide first-level technical support via phone, email, and chat to educators, administrators, and students.
- Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems.
- Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution.
- Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times.
- Collaborate with internal teams to escalate complex issues and ensure customer satisfaction.
- Maintain up-to-date knowledge of system updates, product features, and support protocols.