Customer Support Associate (Remote)

Company Description

YouScience® is the leading technology provider dedicated to solving the skills gap crisis for students and employers. Its end-to-end platform, YouScience® Brightpath, connects education with career applications designed to help students unlock their potential for future pathways. YouScience leverages proven research, artificial intelligence, and industry input to help individuals identify their natural talents, validate their skills and knowledge, and get matched with real-world educational and career pathways in high-demand occupations. YouScience is the preferred choice of individuals, parents, educators, and counselors to guide and support educational and career pathways, currently serving more than 9,200 educational institutions, 5,000 employers, and 2.2 million unique customers.

Job Description

YouScience is seeking a dedicated Customer Support Specialist to join our dynamic team. This role is crucial in maintaining our commitment to excellence in customer service and product support.

The Customer Support Specialist plays a vital role in enhancing the YouScience experience for educators and students. This position requires a deep understanding of our users' challenges and a commitment to providing swift, empathetic, and effective solutions. The ideal candidate will contribute to our continuous improvement efforts by providing valuable insights and feedback to relevant departments.

Responsibilities:

• Deliver outstanding customer support via chat, phone, and email, showing attentive listening and genuine care

• Demonstrate advanced technical problem-solving skills and resourcefulness

• Collaborate effectively within a team environment while maintaining individual accountability

• Document customer interactions in CRM systems while managing communications and research

• Develop and maintain comprehensive product knowledge and demonstrate commitment to continuous learning

• Capture and report client feedback and product improvement suggestions

• Serve as a subject matter expert or project owner as assigned

• Utilize company resources to efficiently resolve technical issues

• Perform cross-departmental duties as required

Qualifications

• Excellent communication skills across all platforms (chat, email, telephone)

• Strong technical aptitude and ability to navigate multiple platforms simultaneously

• Proven track record of efficient problem-solving and multitasking

• Exceptional attention to detail and ability to manage multiple projects concurrently

• Adaptability to work in a dynamic environment

• Team-oriented mindset with a willingness to assist where needed

• High school diploma required

• Flexibility to work within our support hours (M-F, 5 AM to 5 PM Mountain Time)

• 1+ yr(s) customer support experience

Extra Credit

• Post-secondary education

• Salesforce proficiency

• Experience in the education industry

• Background in SaaS or technical support

Additional Information

Benefits

• Mission oriented, collaborative culture that lives its company values
• Impact the lives of millions of students
• Flexibility to work remote or at HQ in American Fork, UT
• Ongoing support for continuing education and career development 
• Opportunity to work and learn alongside some of the industry’s most passionate innovators
• Great medical, dental, vision benefits
• 15 days paid time off (PTO) per year, paid parental leave
• Up to 22+ additional paid company holidays, including the 1st week of July and time off in between Christmas Eve and New Year’s Day
• 401K
• Monthly home office allowance (including cell phone and internet)
• Community service opportunities with 8 paid volunteer hours per year

Company Values

• We empower others 
• We perform as a cohesive championship team
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed
• We remember that life is bigger than our work

At YouScience, we value our employees and their contributions to our mission. Join us in making a difference in the lives of educators and students by providing top-tier customer support and driving product excellence.

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status