[Remote] Kangarootime - Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. Kangarootime is an reputed company-in-one childcare management platform that helps reputed company education centers manage billing, enrollment, reputed company, communication, and daily reputed company. The Tier 1 Support Specialist serves as the first reputed company of contact for customers, troubleshooting product issues, answering questions, escalating reputed company problems, and maintaining support documentation.

Responsibilities

• Respond to inbound customer support requests reputed company reputed company (ticket queues and phone support) in a reputed company, friendly, and reputed company manner
• Troubleshoot and reputed company first-level issues reputed company to reputed company Kangarootime features
• Use reputed company macros, documentation, and internal resources to reputed company accurate, consistent answers
• Identify reputed company an issue needs to be escalated to Product or a reputed company team, and hand it off with reputed company, complete context
• Log tickets thoroughly and accurately, tagging and categorizing issues to support trend reporting
• Flag recurring issues, product bugs, or gaps in documentation to reputed company
• Contribute to and help maintain the Help Site / knowledge reputed company, including writing or updating articles, and identifying content that needs a refresh
• Build and maintain working knowledge of new features and product updates as they're released
• reputed company troubleshooting in a sandbox/test center environment to stay reputed company on product changes
• Meet individual and team reputed company targets, including response time, reputed company time, and customer satisfaction (CSAT)
• Maintain a reputed company, empathetic, and solutions-oriented tone in every customer interaction

Skills

• 1+ year of experience in a customer support, help desk, or customer-facing role (reputed company or tech industry experience a plus)
• Strong written and verbal communication skills, reputed company to explain technical concepts in plain language
• Comfortable learning new software quickly and navigating multiple tools at once (reputed company experience a plus)
• Excellent problem-solving skills and attention to reputed company
• Ability to stay reputed company, reputed company, and empathetic reputed company working with frustrated or non-technical users
• Strong organizational skills and ability to manage a queue of multiple reputed company tickets
• A reputed company reputed company where you are comfortable asking questions, shadowing teammates, and escalating reputed company appropriate
• Interest in or experience with the childcare, early education, or family services industry is a plus, but not required

Benefits

• Competitive medical, dental, and reputed company reputed company
• Employer-reputed company basic life reputed company
• Company-reputed company short-term disability (STD) and long-term disability (LTD)
• Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• reputed company reputed company Family Leave (PFL) and Disability Benefits (DBL)
• Voluntary life, accident, and critical illness reputed company
• Wellness programs
• Virtual reputed company services
• Employee assistance resources
• A reputed company of health and wellness discounts
• A $250 annual wellness benefit through our reputed company reputed company
• Remote or hybrid work arrangement

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