Support Agent

Position Overview

Provide basic user support to improve experience of customers and/or end-users of their assigned product.

Position Description

DUTIES & RESPONSIBILITIES:

• Provide timely responses to customer service inquiries via product ticket system
• Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
• Collaborate with team members to provide resolutions to customer inquiries
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
  
  

Minimum Knowledge, Skills And Abilities Required

• Experience:
• At least college level
• 1-2 years of customer service experience preferred
  
  

Computer/Technical

• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Comfortable with technology
• Other Skills:
• Strong organizational skills
• Excellent verbal and written communication skills
• Telephone skills/etiquette; call screening
• Ability to prioritize work and handle multiple tasks
• Excellent time management skills
• Attention to detail
• Ability to learn new technologies.
  
  

Working Conditions

• Normal office environment
• Extending viewing of computer screens
• Some overnight travel required
  
  

Essential Functions

• Spends time at a computer workstation and desk.
• Moves throughout department or other locations to access or exchange information.
• May involve carrying loads up to 50 lbs. and being able to remain in a stationary position.
• May involve lowering oneself to file, and reaching, twisting or turning.
• Involves handling office materials, typing, writing and other tasks that require manual dexterity.
• Continuous listening.
• Ability to communicate information.
• This job may require accommodating different bodily movements and physical abilities
  
  

Company Overview

VenturEd Solutions is a leading solution provider exclusively dedicated to powering the success of K-12 schools, students, and families. With innovative solutions rooted in more than 50 years of service to the education sector, VenturEd Solutions, formerly Education Brands from Community Brands, empowers schools worldwide with efficient, highly configurable solutions that strengthen operations and drive growth. VenturEd Solutions serves more than one million students and families at over 24,000 schools, districts, dioceses, multi-academy trusts, and educational organizations globally. This comprehensive suite of solutions supports admissions and enrollment, financial aid, tuition, student information management, school payments, communications, data, and analytics to aid schools in achieving their goals and make a lasting impact in their communities.

Our mission is to help passionate people and purpose-driven organizations achieve more for their communities.

What We Bring To The Table

Growth Opportunities to help you advance in your career.

Achieve Work-Life Balance with a setup that suits you.

Employee Engagement Activities to connect and grow with your team.

Complimentary HMO for you + 2 dependents from Day One—your health matters!

Earn a 20% Night Shift Differential—your hard work deserves to be recognized.

Convertible Leave Credits available right from the start.

Quarterly Performance Bonuses—because your efforts should be rewarded!

Annual Merit Increase to recognize your dedication and growth.

Guaranteed Weekends Off—take time to relax and recharge.