Solutions Support Specialist

Position Title: Solutions / Customer Support Specialist
Location: Remote
Company: Proximity Learning
Employment Type: Full-time

About Proximity Learning:

Proximity Learning is a pioneer in innovative educational solutions, dedicated to bridging the gap in K-12 education through live, online instruction. Our mission is to provide every student with access to high-quality teachers, regardless of geographic barriers. We are seeking a dedicated Solutions / Customer Support Specialist to join our dynamic team and contribute to our commitment to excellence.

Role Overview:

As a Solutions / Customer Support Specialist, you will utilize your critical thinking and troubleshooting skills to address technical questions related to our learning management system and video conferencing platforms. Beyond tech support, you will provide personalized guidance and solutions to meet the needs and inquiries of teachers and districts.

The ideal candidate will have prior teaching experience, exceptional problem-solving and communication skills, and a passion for collaboration. If you are ready to advance your career and join a dynamic, rewarding team of professionals, we encourage you to apply. We look forward to seeing how you can help us continue to positively impact education.

Key Responsibilities: 

• Zendesk Ticket Management: Efficiently handle a high volume of incoming support tickets, ensuring timely and effective resolution to maintain customer satisfaction.
• Platform Expertise: Develop in-depth knowledge of all internal and external platforms, including Canvas, Zoom, and our proprietary platform PLI Connect, to provide accurate and comprehensive support to customers.
• Categorization and Prioritization: Accurately categorize and prioritize support tickets to adhere to predefined Service Level Agreements (SLAs), ensuring critical issues are addressed promptly.
• Information Accuracy: Provide accurate, valid, and complete information using appropriate methods and tools, ensuring customers receive reliable and helpful support.
• Complaint Resolution: Address and resolve customer complaints by offering appropriate solutions and alternatives within set time limits, and follow up to ensure satisfactory resolution.
• Trend Analysis: Analyze support ticket data to identify and communicate potential trends to the Solutions Manager and other impacted teams, helping to proactively address recurring issues.
• Documentation Maintenance: Assist in building and maintaining user documentation and FAQs, enhancing the customer support experience by providing readily available resources.
• Engagement: Go above and beyond to engage customers, fostering positive and supportive relationships to enhance their experience with Proximity Learning.

Requirements and Skills:

• Experience: Customer support experience preferred
• K-12 Experience: Experience in the education field preferred
• Communication Skills: Excellent communication skills, both verbal and written.
• Ticketing Systems Knowledge: Familiarity with ticketing systems, preferably Zendesk.
• Customer Orientation: Ability to adapt/respond to different types of characters and maintain a customer-first approach.
• Multitasking and Prioritization: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-Solving Skills: Strong problem-solving abilities, with a proactive approach to identifying and addressing issues.

What We Offer:

• Competitive Salary: Attractive compensation package based on experience and skills.
• Benefits: Comprehensive benefits package including health, dental, and vision insurance, 401(k), and more.
• Professional Growth: Opportunities for professional development and career advancement.
• Collaborative Environment: A supportive and inclusive workplace culture.

All interested candidates must use the link below to complete our Culture Index survey if they want to be considered for this position. 

https://surveys.cultureindex.com/s/H65Y13ZG2l/69423