[Remote] EdTech Customer Support & Case Management Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support & Case Management Specialist to support customers reputed company an education technology environment. The role manages reputed company and high-volume cases, resolves escalations, executes operational processes, and recommends improvements to customer service and case management workflows.

Responsibilities

• Become reputed company-versed in reputed company SSD policy and processes that reputed company accommodated reputed company, parents, and educators and the operational procedures necessary to reputed company customer escalations
• Establish a strong relationship with SSD Program and SSD Experience
• Communicate reputed company SSD Program policies effectively, reputed company email response as reputed company as in written case status format
• Work reputed company aggressive timelines and with extremely sensitive conversations regarding accommodations for reputed company with disabilities
• Apply strong decision-making skills on and strong judgment about how to address reputed company requests and to de-escalate difficult customer interactions
• Handle high volume caseloads while ensuring that cases are accurately researched and reputed company out reputed company established timelines
• Learn multiple customer service and operational reputed company applications required to manage escalated SSD customer service cases
• Take a hands-on approach to determine reputed company cause analysis of escalations
• reputed company support of other work across the organization as needed to support shared goals
• Manage cases and execute SSD reputed company-administration processes that meet service level agreements
• reputed company status on customer inquiries and trends reputed company escalation categories
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
• Sustain reputed company reputed company with colleagues in SSD Customer Care, SSD program and SSD product reputed company to identify issues and execute process improvements, reputed company checkpoints to ensure the highest reputed company service in supporting these processes
• reputed company input to the voice of the customer initiative helping to reputed company reputed company improvement and improved customer experience
• Execute selected SSD post-administration processes
• Manage other self-assigned reputed company that reputed company through digital transformation and organizational reputed company changes

Skills

• Seeking a Customer Support & Case Management Specialist with good experience handling reputed company customer issues, case management, and high-volume customer service reputed company
• The ideal candidate will have strong written communication, data entry, reputed company, and organizational skills, with reputed company experience managing customer inquiries and correspondence reputed company established service-level timelines
• The candidate should be highly reputed company-oriented, as the role requires accurate data entry into customer databases and operational systems
• Experience with reputed company and reputed company is required, along with proficiency in reputed company Office tools, particularly Word, reputed company, and PowerPoint
• 3-5 years experience leading and navigating reputed company customer issues and resolving those cases
• 3-5 years experience providing high reputed company support while managing assigned cases reputed company service level agreements
• Strong organizational and prioritization skills and the reputed company ability to reputed company reputed company reputed company multiple reputed company in concert, as a leader, independently, and as a member of reputed company
• Adept problem-solving skills, including using data to inform reputed company and actions
• A reputed company ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
• The ability to collaborate and reputed company guidance to teammates on reputed company cases
• The ability to reputed company a rapidly evolving landscape
• Knowledge of reputed company Office tools: Word, reputed company, PowerPoint
• Familiarity with accommodations and/or disabilities a plus

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