Customer Education and Escalation Specialist (Remote)
EMS LINQ, Inc.

Job Info

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Customer Education and Escalation Specialist

Non-Exempt Status - Full-Time (FT)

Who We Are:
We are a software company devoted to K12 education administration. Our products focus on business administration for K12 schools. We have an in depth understanding of school systems and regulations with a focus on creative solutions, ease of use, integrated systems, and excellent customer service.

Our Culture:

We believe the best products are created by happy, healthy people. We promote a culture that encourages hard work, inspires collaboration, drives innovation, and we have fun doing it. We're committed to a family environment that values creativity and timely feedback. That's how we've attracted a best-in-class team that's creating impact around the world.

If you are ready to help change education, an eager self-starter, and intensely passionate about serving others, we invite you to check us out and see if we're a good fit for the next step of your career.

The Role:

This position reports to the Director of Script Customer Care and is responsible for working directly with customers to provide training, consultative support and guidance, as well as resolving escalated support cases for our customers. This position may also assist with professional building services to transform critical processes into automated workflows in the Script platform.

This role is responsible for close-working relationships with internal and external stakeholders to ensure an excellent customer retention rate. This position has a vital role in being a trusted business partner for our customers to deliver impact by showcasing Script's products and services.

Primary Responsibilities:

• Conduct customer one-on-one consultative sessions to assist customers with their specific needs
  
• Conduct webinar workshops open to all customers to provide guidance on building specific processes in Script
  
• Conduct paid custom web-based or travel for in-person training for customers
  
• Suggest new KBAs to Lead Customer Education and Escalation Specialist and write new KBAs as assigned
  
• Engage with the customer base and serve as an expert in customer communities
  

• Cultivate relationships with and serve an assigned customer base to ensure that their support needs are met
  
• Handle Tier 2 technical support cases escalated from Customer Support Specialist, completing a full evaluation and resolution, or escalating to the product team with proper information
  
• Handle Tier 2 best practice or customer satisfaction issues escalated from Customer Support Specialist, requiring an in-depth knowledge of the product or the customer
  
• Record risk factors for customer ticket escalations for weekly reporting
  
• Additional secondary duties include assisting with customer implementations and onboarding process, and other tasks in support of the Customer Care department for Script
  

• Up to 20% travel may be included
  

This job has expired.