Product Support Specialist, Tier 1

Great Purpose. Great People. Great Opportunities.

At Imagine Learning we empower potential by creating educational solutions that inspire boundless possibilities for every student, every day. We are passionate about innovating together to support educators in creating those special moments when students experience the joy of learning at its best.

We also empower our team through a strong culture focused on career growth and development, flexible work from home arrangements, interesting and meaningful work, and a supportive and connected team. As a remote-friendly company, hybrid and remote team members work from states across the U.S. and internationally. The majority of our US employees enjoy the opportunity to work from home, or in a hybrid capacity in our offices in Tempe, AZ (headquarters), Austin, TX, Petaluma, CA, Rock Rapids, IA, Grand Rapids, MI, or Bloomington, MN.

Imagine Your Impact.

T1 Product Support Specialists provide world-class customer service through a variety of channels. The T1 Specialist handles standard troubleshooting and provides clients with assistance in navigating and using the several different product lines we offer.

For more information on what it’s like to work at Imagine Learning, including our culture, benefits, and products, visit us HERE.

To learn more about a typical applicant journey at Imagine Learning, click HERE.

Position Information: This is a regular, full-time position, reporting to Product Support Specialist.

Compensation: Base pay is anticipated to be between $20.00 and $21.00 per hour. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location: In this US-based position your location will be remote.

Benefits: Imagine Learning provides a comprehensive benefits program to eligible employees, including:

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums
• 401k plan with a company match
• 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
• Paid Time Off
• Comprehensive maternity and fertility/family building benefits
• Paid bonding leave when a new child joins your family
• Access to on-demand mental health resources
• Life and short and long-term disability insurance
• Pre-tax savings plans
• Paid volunteer time off
• A wide variety of professional development programs, including tuition reimbursement
• Work from home opportunities that foster work/life balance

Envision Your Experience.

In this role you’ll have the opportunity to:

• Consistently maintain availability to take incoming phone calls and/or chats and/or emails. 

• Keep a professional and polite attitude and tone throughout all customer interactions. 

• Display a high level of confidence and provide a professional tone in all communications. 

• Communicate effectively with other agents to answer questions and maintain coverage. 

• Provide follow-up emails with resourceful Help Center articles on all client interactions. 

• Provide accurate information. 

• Provide clear and concise troubleshooting steps to our clients when responding to their communications. 

• Leverage internal resources to find solutions to aid our clients in their inquiries. 

• Proper ticket management, organization skills, and time management skills are required to ensure a high level of productivity. 

• Understand and follow the escalation processes. 

• Other duties as required. 

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

• Bachelor’s degree in a technology related field; or high school diploma with a one-year certificate from college or technical school; or 1 year of related experience and/or training; or an acceptable combination of education and experience. 

• Excellent communication, interpersonal, and organizational skills with a high level of professionalism. 

• Ability to diffuse and resolve difficult client concerns using tact and empathy. 

• Ability to quickly gain proficiency in company product lines. 

• Willingness and ability to work flexible hours. 

• Proper use of grammar, spelling, and punctuation on all communications. 

• Familiar with the industry standard operating systems and web browsers. 

• Capable of executing basic web browser troubleshooting. 

Our Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB+).

Diversity and inclusivity strengthen our Imagine Learning team, enrich our lives, and help us design equitable educational experiences where learners see themselves and can also learn about people, cultures, experiences, and perspectives different from their own. We strive to hire, develop, and retain talented people who represent the diversity of the districts we serve. By developing initiatives that focus on the needs, expectations, and lives of our people, we’ve created an inclusive environment where all employees can contribute to their fullest potential.

Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws. 

To all recruitment agencies: Imagine Learning does not accept agency resumes. Please do not submit candidates for consideration via our online application system, to Imagine Learning employees, or to any other organization location. Imagine Learning is not responsible for any fees related to unsolicited resumes.