Client Support Associate

| Bellevue
About Us
At DreamBox, we’re passionate about our mission to radically transform the way the world learns. We believe all children can excel at learning, no matter where they start, where they live, or who they are. Today, our Intelligent Adaptive Learning™ platform – with its rigorous math curriculum and game-based environment – is helping nearly 5 million students and 200k educators improve math achievement and build a love of math at the same time. And as a rapidly growing tech company, we are just getting started. Come help us make a difference at DreamBox Learning.
About the Role
The DreamBox Client Support Agent (Contract role) will be the friendly voice and initial contact for inbound support calls. This role will triage and solve issues whenever possible and escalate client issues for additional technical support where needed. This role is primarily on phones and requires articulate communication skills, fast problem solving, and detailed case documentation.
 
*This will be a 6-month contract with the potential to convert

What You'll Be Doing

  • Assist customers with questions on DreamBox software and diagnose complex issues for fast case routing
  • Investigate root cause for product/technical issues by leveraging phone support triage scripts and internal reference article
  • Provide subject matter expertise in order to resolve issues surrounding DreamBox software
  • Leverage subject matter expertise to identify gaps in knowledge base articles and training materials
  • Ensure attention to detail and high-quality case documentation is provided for all support cases
  • Meet or exceed departmental SLA’s/KPI’s
  • Provide support to fellow Client Support Agents as needed 

About You

  • 2+ years of experience providing technical support
  • Demonstrated knowledge and comfort with hardware platforms (iPad’s, Chromebooks, Tablets, PC’s) to assist in troubleshooting
  • K-12 or Ed-Tech industry experience preferred
  • Able to diagnose and troubleshoot hardware and software issues related to DreamBox software
  • Proven ability to rapidly learn new software tools or technologies
  • Experience using ticket systems for case management (Salesforce or Zendesk preferred)
  • Time management skills including the ability to prioritize and manage multiple tasks
  • Ability to quickly learn new technology and newly released features with training
  • Excellent written and verbal communication skills
  • Proven ability to communicate clearly and effectively
  • Poised and professional in stressful situations
  • Must be passionate about customer experience, satisfaction, and quality of support
  • Able to work effectively with ambiguity
  • Proven flexibility and willingness to step out of comfort zone to support coworkers and customers
  • Able to thrive in a fast-paced environment

Special Position Requirements

  • Ability to maintain a strict schedule, Monday through Friday
  • All prospective contractors must pass a background check
  • Please note the following arrangements to work from home:
  • Must have a suitable home environment for remote work (quiet workspace, able to take calls, etc…)
  • Must have a capable high-speed internet connection for use of work-based VoIP and software tools (Note: must provide their own internet connectivity)
  • Dreambox will provide a laptop and headset

At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MySQLDatabases

Location

Located in the growing tech scene of DT Bellevue, employees get the best of both worlds with access to metropolitan amenities & PNW scenery.

What are DreamBox Learning Perks + Benefits

Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

Last but not least, we have a noble mission of changing the way the world learns that has a strong purpose and leads to a different way of waking up in the morning.

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