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

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