Tier 3 - Customer Support Specialist - 1527

Tier 3 - Customer Support Representative Location: RemoteJob Type: Full-time, hired as a contractorWork Schedule: 40 hours per week, EST Timezone working hoursClient: ISSA https://www.issaonline.com/About the CompanyISSA is the world’s leading trade association for the cleaning, hygiene, and facility management industry, supporting over 11,000 members globally through education, certification programs, and industry resources. With a strong commitment to professional development and innovation, ISSA provides training, certifications, and tools that empower individuals and organizations to succeed and elevate industry standards worldwide.Position OverviewWe are seeking Tier 3 - Customer Support Representatives to join our Student Support team. This is a fully remote, full-time role supporting students enrolled in ISSA’s education and certification programs.This role is designed for high-performing, senior-level customer support professionals who can handle complex inquiries, provide exceptional service, and act as a key escalation point. You will play a critical role in ensuring a seamless student experience, supporting learners throughout their educational journey.Key ResponsibilitiesServe as a Tier 3 escalation point for complex or sensitive student inquiriesProvide high-quality support via phone, email, and chat, in fluent and proficient EnglishGuide students through certification programs, enrollment, billing, and course navigationTroubleshoot advanced issues and provide clear, solution-oriented responsesCollaborate cross-functionally with internal teams (Admissions, Operations, Education)Maintain accurate documentation of cases and resolutions in CRM systemsIdentify trends, recurring issues, and opportunities for process improvementDeliver an exceptional student experience aligned with ISSA’s commitment to education and professional growthRequirements3+ years of experience in U.S.-based customer support environmentsProven experience handling high-volume and complex customer interactionsEnglish proficiency (spoken and written)Strong problem-solving skills and ability to manage escalations effectivelyExperience working in remote environments with distributed teamsFamiliarity with CRM tools (e.g., Zendesk, Salesforce, HubSpot or similar)High attention to detail, organization, and accountabilityAbility to work independently while maintaining strong collaboration