Program Success Associate

The Role & Responsibilities Tuition.io’s Program Success (Customer Support) department is growing and we are looking to add more exceptional associates to the team. This is a diverse, fast-paced customer support/call center style role including the following responsibilities: Deliver high quality customer support to end users of the Tuition.io platform primarily through phone support with some chat and email coverage. Expect 5–7 hours of daily talk time, as phone support is the primary channel for this role Develop operational knowledge of Tuition.io’s proprietary educational benefits platform. Ensure end user support issues are resolved both completely and timely. Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform. This is a full-time role requiring 40 hours/week with occasional overtime hours as needed. There may also be opportunities for weekend shifts of 3 hours on Saturday and/or Sundays. We have one opening available to candidates in PST or MT Time Zones This is a remote role for the PST or MT time zones that reports to the Director of Program Success who is based in New York Training for this role will start from 6:00am PST and will end at 2:30 pm PST as training will be conducted by our Director and Team Lead. Training is expected to take 4 weeks. Once fully trained, this role will start at 8:30 am PST and will end at 5 pm PST. We have one opening available to candidates in EST or CT Time Zones This is a remote role for the EST or CT time zones that reports to the Director of Program Success who is based in New York Training for this role will start from 9:00am EST and will end at 5:30 pm EST as training will be conducted by our Director and Team Lead. Training is expected to take 4 weeks. Once fully trained, this role will start at 8:00 am EST and will end at 4:30 pm EST. Qualifications of Our Ideal Candidate: 2+ years of previous customer service experience in a tech start-up environment utilizing internal software platforms or 3+ years customer service/call center experience for a software provider requiring software troubleshooting with platform users. 2+ years of experience handling high-volume customer support calls, with a proven ability to manage call queues efficiently while maintaining service quality 1+ years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.) High level understanding of software troubleshooting and browser based software Excellent verbal and written communication skills Comfortable and confident on the phone for extended periods, with the discipline to keep calls efficient and avoid unnecessary handle time Empathetic and a good listener Strong customer advocate who goes the extra mile Team player Organized and resourceful with great time-management skills Ability to manage multiple support channels including email tickets, live chat, and phone Ability to learn and master new processes and procedures Ability to thrive in a fast paced environment with rapidly changing priorities High level of attention to detail and great problem solving skills Bachelor’s degree Bonus Points Knowledge of Student Loans Knowledge of Tuition Reimbursement or other educational benefits Familiarity with modern workplace software such as Salesforce, Google Workspace, etc Bilingual in English/Spanish or French/English About Tuition.io Tuition.io is a well-funded, rapidly growing company based in San Mateo, California. Founded in 2012, our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.io for an overview of our company. Job Type: Full-time Pay: $21.64 - $26.44 per hour Benefits: 401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Vision insurance Education: Bachelor's (Required) Experience: Zendesk: 1 year (Required) tech start-up: 2 years (Required) Call center: 3 years (Required) Work Location: Remote