Customer Support Representative

This is a remote position.

Embrace EdTech Group powers some of the most innovative education technology solutions in North America, focused on improving learning outcomes for students and institutions.

This role is focused on delivering efficient, high-quality customer support for routine inquires and common product issues. Serves as primary contact for inbound customer support issues, ensures excellent customer service standards, responds efficiently to customer inquiries, and maintains high customer satisfaction. Success in this role requires strong attention to detail, reliability, and the ability to follow defined processes while maintaining a positive and professional customer experience. This position plays a key role in ensuring timely resolution of customer needs while supporting overall team efficiency.

Key Responsibilities

• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner 
  
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
  
• Demonstrates proficiency in brand voice, product knowledge, and common issues
  
• Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively
  
• Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication
  
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment
  
• Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
  
• Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures
  
• Assist with outbound customer outreach and special projects as needed
  
• Resolves high-volume requests with speed and accuracy.
  
• Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.
  

Requirements

• High school diploma or equivalent required, preferably a bachelor's degree or additional education or training a plus
  
• At least 1 or more years of customer service experience, preferably supporting software or SaaS solutions
  
• Knowledge of Freshdesk or similar ticketing systems preferred
  
• Comfortable using multiple web-based systems simultaneously
  
• Familiarity with AI-assisted tools for response drafting, ticket tagging, or knowledge retrieval a plus.
  
• Comfortable Knowledge of customer services ethics, principles, and procedures
  
• Proficiency in administrative and documentation procedures
  
• Reliable, with strong time management and accountability
  
• Ability to work flexible hours when needed (as early as 5am PST and as late as 5pm PST Monday - Friday (8hrs/day)).
  

Benefits

• Competitive salary commensurate with experience.
  
• Opportunities for career advancement and professional development.
  
• Experience collaborating with a diverse, global team within a remote work setting.
  
• ​Comprehensive Health Benefits to support your wellbeing and peace of mind.
  
• Employer contributions to your RRSP