Technical Support Agent

Provide best-in-class support that Riverside Insights customers depend on to effectively serve their clients. To do so, you will be responsible for providing effective service and support by demonstrating strong problem-solving and communication skills, meeting and exceeding SLAs, and collaborating cross-functionally with internal support teams.

In this role you will get to:

• Promote a best-in-class customer experience via calls and chats.
• Educate customers by sharing new features, relevant updates, tips, and best practices as measured by QA subsection scores.
• Analyze and evaluate information critically to provide accurate and relevant responses to customer inquiries.
• Demonstrate platform knowledge to enhance customer understanding and utilization of products.
• Actively engage in both team meetings, fostering collaboration with internal support teams across various functions and communication channels.

Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Requirements

• Education: Associates degree or higher preferred
• Experience in customer support and Technical Support
• Proficiency in Microsoft Applications
• Ownership mindset and desire to help customers.
• Excellent communication and active listening skills.
• Organizational skills to monitor tickets statuses and respond as needed.
• Ability to gather, comprehend, and synthesize complex information.
• Analyzing and evaluating information critically to provide accurate and relevant responses to customer inquiries.
• Ability to express ideas clearly, effectively, and with a positive attitude.
• Demonstrating a high level of competency in team collaboration and communication skills.

Physical Requirements for this position

• Remote
• Up to 10% travel for off-site team meetings
• May require stationary positions (sitting or standing) for extended periods.

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding

Compensation: $21/hr

Who is Riverside Insights?
Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for.

Riverside Insights is an Equal-opportunity Employer:
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Our Commitment to Diversity & Inclusion:
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated.

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.