Riverside InsightsRemote
Customer Service Agent
United States of America
Full Time
7 hours ago
$20 - $21 USD
H1B Sponsor Likely
Key skills
Call center experienceCustomer service phone experienceMultitasking across systemschannelsProficiency with computerssupport toolsTicketing platformsEducationedtech domain experienceEcommerceself-service supportPrioritizationOpenness to feedbackSalesforceCommunicationTime Management
About this role
Riverside Insights is dedicated to helping educators and administrators support students through research-backed assessments. As a Customer Service Agent, you will be the first point of contact for customers, resolving their inquiries and ensuring a positive experience with the company's platform.
Responsibilities:
- Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines
- Maintain steady daily ticket throughput while delivering positive, solution-focused service
- Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours
- Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps
- Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service
- Review QA feedback and apply improvements to maintain strong quality scores
- Document tickets accurately and completely so that internal partners can pick up context without rework
- Participate actively in team and business unit meetings, contributing to a collaborative support culture
- Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time
Requirements:
- Prior call center or customer service phone experience
- Strong professional communication skills, both oral and written
- Ability to multitask across systems, channels, and customer issues without losing accuracy
- Ability to meet deadlines and consistently hit daily ticket and coverage targets
- Proficiency with computers and standard support tools
- Reliable home internet with strong speed and stability for sustained phone and ticket work
- Strong time management, prioritization, and attention to detail
- Openness to QA feedback and a track record of acting on it
- Experience supporting customers in an education, edtech, or assessment-platform environment
- Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar)
- Experience guiding customers toward self-service or ecommerce purchasing options
- Comfort explaining technical platform features in plain, customer-friendly language