Customer Support Specialist
WHO WE AREEdmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.What You Will DoHandle inbound and outbound customer interactions in a courteous, timely, and professional mannerListen to customers, understand their needs, and resolve issuesFollow all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationUtilize knowledge base and training to accurately answer customer questionsResearch systems to find information to assist the customerAccurately document and process customer issue and resolution in appropriate systemsCoordinate with other departments to resolve issues as applicableEscalate or redirect technical issues beyond experience level to the appropriate team or team memberEscalate customer issues to management for resolution as neededEnsure first call resolution through problems solving and effective call handling Meet or exceed all metrics and performance measurementsParticipate in ongoing proprietary product training and certification programsAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirementsWho You Are2+ years of experience in customer service, technical support, chat, or administrative support in a contact center environmentHigh School Diploma or GED requiredAssociate degree preferred, or equivalent combination of education and work experienceExcellent verbal and written communication skills requiredProficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) requiredExperience with Salesforce, a plusExhibit a passion for exceptional customer serviceDemonstrate professionalism and a positive attitudeShow strong initiative and ability to self-manageDemonstrate effective written and oral communication skillsShow ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environmentDemonstrate excellent problem solving, analytical skills and strong attention to detailDemonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talkAssimilate and apply new job-related information in a timely mannerSet high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasksEmbrace working in a collaborative team environment, but can manage themselves independentlyWillingness to work extended hours as neededJob Application Deadline: April 21, 2026Pay range for this role:$35,000—$39,000 USDAt Edmentum, we are committed to pay transparency. The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles. Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets. All compensation decisions are individualized and based on the specific circumstances of each candidate.We also offer a comprehensive benefits package to support your overall well-being and work-life balance. This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December. Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally. Our goal is to provide a benefits package that helps you thrive in all aspects of life.Edmentum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, status as a disabled, recently separated, Armed Forces service medal or other protected veteran ("covered veteran"), marital status, status regarding public assistance, sexual orientation or any other characteristic protected by applicable federal, state or local laws.We are dedicated to meeting the needs of individuals with disabilities and to creating an environment that supports our employees' physical and mental health. If you are a qualified individual with a disability or a covered veteran and need a reasonable accommodation to complete any part of the application process, please contact recruiting@edmentum.com.As part of our hiring process, we may use AI-powered tools to support our HR team in reviewing, screening, and managing applications. These tools aim to improve efficiency, consistency, and fairness, but final decisions are made by our people. Applicants' personal information (e.g., resume, cover letter, qualifications, and application responses) may be processed by third-party AI tools for tasks like resume parsing, skills matching, candidate ranking, and interview scheduling.Edmentum's notice regarding the collection of personal information from interested candidates is available here