Customer Support Administrative Assistant

Role Overview

• Answer and manage a high volume of incoming calls using our multi-line call center system with professionalism and efficiency
• Route calls to the appropriate departments (primarily Customer Support) quickly and accurately
• Create and document cases in the case tracking system for all customer interactions—phone, email, and online chat
• Provide clear, accurate information about the company services, policies, and procedures
• Monitor and manage shared email inboxes using third-party authentication tools
• Communicate urgent matters to internal teams through Teams chat groups
• Send daily attendance emails to the Customer Support team
• Type, copy, and distribute monthly Customer Support calendar
• Maintain and update the department attendance calendar
• Operate and maintain department equipment and office supplies (call center system, printers, scanners, etc.)
• Input updated bank information into the case tracking system
• Bind HR and Education manuals as needed
• Provide clerical support to team members across departments upon request
• Serve as full backup for other Customer Support Administrative Assistants
• Keep personal and shared workspaces neat, organized, and professional
• Learn and adapt to new technology and software as needed
• Perform other related duties as assigned

Requirements

• High school diploma or equivalent
• Proven experience in a receptionist, front desk, or administrative support role in a fast-paced environment
• Confidence managing multi-line phone system and high call volumes
• Experience using case tracking systems to document communications and assign cases
• Familiarity with third-party authentication tools (such as multi-factor authentication platforms)
• Proficiency in Microsoft Office (word, Outlook, Excel, and Teams)
• Strong organizational skills, attention to detail, and the ability to multitask effectively
• Excellent verbal and written communication skills
• Ability to proofread for grammar and clarity
• Typing speed of at least 30 words per minute
• Strong planning, coordination, and time management skills
• A positive, professional, customer-first attitude—even when handling difficult clients
• Reliable and consistent attendance
• Willingness to travel occasionally for training or company meetings

Benefits

• Comprehensive benefits
• Supportive and collaborative work environment
• Opportunities for professional development