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SalaryWho We Are:
Embrace® provides software solutions to over 1,100 school districts across eight states, enabling educators to spend less time on paperwork, and more time where it matters - in the classroom.
We are committed to providing high quality, easy-to-use software for managing IEP and 504 plans, documenting intervention plans, monitoring services and reimbursement, and evaluating staff.
Job Description:
As a Customer Success Specialist at Embrace®, you will be at the forefront of providing unparalleled support to our clients. Collaborating closely with both clients and internal teams, you will utilize your strong communication and problem-solving skills to swiftly and efficiently resolve any issues that may arise. This role offers a unique opportunity to make a meaningful impact by helping clients succeed and enabling them to dedicate more time to their students.
This is a full-time, 100% remote position. Work hours are a fixed schedule, Monday-Friday 9:30 am – 6:30 pm CST. During work hours, this position requires a dedicated workspace, free from interruptions.
Responsibilities and Duties:
- Provide support as the first point of contact for all inbound phone, email and chat inquiries
- Diagnose, investigate, and troubleshoot technical issues, guiding customers through step-by-step solutions
- Collaborate across the organization as a customer advocate to ensure a timely and successful resolution.
- Develop understanding of software functionality and how it applies to educational standards and best practices
- Participate in basic software testing for user-reported bugs and overall functionality
- Build and maintain strong relationships with clients to provide personalized support
- Gather product feedback for continuous product enhancement and customer value
- Develop knowledge base materials such as videos and article content to enhance client understanding
Preferred Skills:
- Strong technical background with proficiency in educational software and technology.
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
- Passion for problem-solving and helping clients succeed in their educational endeavors.
- Sociable individual with a knack for building relationships and ensuring client satisfaction.
- Ability to work independently and collaboratively in a remote environment, demonstrating reliability and self-motivation.
Required Qualifications:
- High School Diploma or GED
- Strong oral and written communication skills
- Ability to work as part of a team in a fast-paced environment with excellent attention to detail and multi-tasking skill.
- Preferred previous customer service experience through a ticketing system or email interface
- Preferred tech support and troubleshooting experience in a remote position
Embrace Benefits:
- 100% company paid health, vision, dental, and disability insurance for employee
- 401K with 4% employer-contribution
- Monthly internet stipend
- Generous PTO with yearly roll over of unused days
- Remote work environment
- Company provided equipment (MacOS)
