Online Support Agent

Shift - We are looking for team members that can work our closing shift. For full-time team members that would be 9:30 a.m. - 6:00 p.m. and part time team members would need to be available to work until 6:00 p.m.

Summary - Are you a people person with a passion for providing exceptional service? Do you thrive in a dynamic and fast-paced environment? Are you looking for a great part-time or full-time job with ALL the perks? Then don't miss this opportunity to join a well-established and rapidly growing company with competitive pay. Studies Weekly is conveniently located off the highway at 800 North, in Orem, so it is an easy commute for anyone in Utah County.

Studies Weekly is a stable and growing education publisher that provides curriculum in print and online to 4.5 million children nationwide. Here's your opportunity to join our team and make a difference in the lives of teachers and students.

As a Customer Support Specialist, you will be our company's friendly face and voice, providing top-notch assistance to our valued customers.

Essential Duties and Responsibilities

• Respond to customer inquiries through phone, chat, and email
• Offer expert guidance on product features and usage.
• Use Slack to communicate with other departments as needed
• Use Zendesk to communicate with customers and handle support tickets
• Speak courteously with customers and resolve issues promptly and efficiently
• Collaborate with sales team members to serve the customers
• Attend department meetings, training, and team-building events
• Provide assistance to other departments as needed
• Additional training is provided for those who join specialty teams

Job Requirements –

• Acquire in-depth knowledge of the company’s products
• Acquire in-depth knowledge of the company’s online system
• Acquire in-depth knowledge of the internal procedures and systems
• Proven ability to multitask with attention to detail
• Positive, can-do attitude
• Excellent customer service and interpersonal skills
• Ability to professionally defuse stressful situations
• Excellent computer knowledge
• Technical aptitude is desirable
• Ability to quickly learn custom applications
• Must be able to type 40+ WPM
• Must meet or exceed average team Key Performance Indicators (KPI’s) for phone calls, tickets closed, orders placed, and chats resolved
• Excellent oral and written communication skills
• Exhibit punctuality and professionalism
• Regular and predictable attendance

Education and Experience –

• Customer service experience or equivalent
• High-school diploma or equivalent

Physical Demands –

The employee is required to talk, see, and hear. This position requires the employee to sit at a desk, reach with arms and hands, and use hands and fingers to feel, handle, and manipulate keyboard keys.

Disclaimer –

The statements herein are intended to describe and summarize the general nature and level of work the employee performs in this position. They are not an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

Job Types: Full-time, Part-time

Pay: $16.00 - $17.30 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person