Customer Solutions Support Specialist

Role Overview

• Respond promptly and courteously to customer inquiries via phone, email, chat, and support cases.
• Troubleshoot basic to moderately complex technical issues across platforms, including password resets, account access, and system navigation.
• Assist users with platform features and functionality, including Learning Management System (LMS) use and general system navigation.
• Document customer interactions and resolutions accurately while maintaining data and account security protocols.
• Escalate complex or unresolved issues appropriately, ensuring a smooth transition for continued support.
• Communicate known issues, customer feedback, and potential system improvements to management and product teams.
• Participate in product and process training to stay current on platform updates and support practices.
• Support departmental projects, including software testing or specialized training areas, as assigned.
• Foster positive relationships with customers by providing clear, patient, and empathetic communication.
• Maintain a consistent focus on quality, timeliness, and resolution accuracy.
• Promote and support company culture and team values in daily interactions.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a high-volume call center or customer service role preferred.
• 1+ year of technical support experience preferred; familiarity with help desk or ticketing systems (e.g., Jira, Zendesk, Salesforce) is a plus.
• Prior experience with Learning Management Systems (LMS) is advantageous.
• Proficiency in Microsoft Office products (Word, Excel, Outlook) required.
• Basic understanding of internet technologies and web-based platforms.
• Strong problem-solving and communication skills.
• Proven ability to learn quickly and retain technical concepts.
• Dependable, with a strong attendance and punctuality record.