Customer Service Agent responsible for phone and email communication with customers. Advising on publishing products and ensuring customer satisfaction in a hybrid environment.
About the role
- Product Support Specialist providing support and training for FACTS products in education. Collaborating with internal teams to enhance customer experience and client success.
Responsibilities
- Provide phone and ticketing case support for one or more FACTS products/services
- Collaborate with internal teams (Sales, Development, and Product) to address client needs proactively
- Work with the Onboarding team members to deliver online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they have implemented
- Maintain a standard Service Level Agreement (SLA) and Customer Satisfaction Score (CSAT) of 90% or above through the ticketing queue
- Participate in team meetings and projects to improve operational efficiency and maximize client retention
- Develop strong internal relationships with Sales, Product, Development, and Operations to support client lifecycle
- Keep up to date with latest product releases and training seminars to ensure thorough product knowledge
- Provide ideas and analysis for enhancements to current processes and features of new or existing products
- Answer product specific questions and/or find appropriate resources to answer questions about products (e.g., FACTS Financial System, stand-alone products, partnership companies, FACTS SIS, and integration related topics)
- Manage project tracking, phone/email communication and record of conversations in FACTS CRM system
Requirements
- Associate degree in related field (Bachelor’s preferred) or equivalent experience
- 2-3 years of professional experience in account management or customer service, ideally within education or technology sectors
- Experience and proven ability managing client relationships
- Experience with SaaS products is preferred
- Strong problem-solving abilities and a customer-first mindset
- Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions
- Strong interpersonal, communication and presentation skills (both written and verbal)
- Very detail-oriented, creative thinker with the ability to manage multiple tasks in a dynamic, fast-paced environment
- Ability to work as a team player and establish good rapport with co-workers
- Excellent customer service skills (friendly, courteous, helpful, and patient) with the ability to effectively provide instruction in the use of computer applications and other services
- Strong computer skills, including experience using Microsoft Office applications, CRM databases, and the Internet
- Ability to work in a fast-paced environment, handle stressful situations, effectively work through change, and meet deadlines
- A positive, can-do attitude and strong initiative to get tasks and objectives completed without supervision
- Excellent organization, and time management skills to effectively manage workload and proactively request additional resources as needed
- Ability to take direction from multiple sources and prioritize effectively
Benefits
- medical
- dental
- vision
- HSA and FSA
- generous earned time off
- 401K/student loan repayment
- life insurance & AD&D insurance
- employee assistance program
- employee stock purchase program
- tuition reimbursement
- performance-based incentive pay
- short- and long-term disability
- robust wellness program
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