Client Support Specialist - Bellevue, WA

| Bellevue
About Us:
Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.
 
We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous math curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.
About the Role
This role contributes to the short and long-term support health of DreamBox customers. The Client Support Specialist aids internal and external DreamBox customers by providing assistance with general product questions, product provisioning, onboarding, and DreamBox software feature/functionality via phone, E-mail, and other contact methods. They are accountable for ensuring that the support experience is exceptional for all customers.

What You’ll Be Doing

  • Perform quality work within deadlines with or without direct supervision
  • Ensures attention to detail and high-quality case documentation is provided for all support cases
  • Interact professionally and respectfully with other employees, customers and suppliers
  • Work effectively as a team contributor on all assignments
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
  • Handles challenging situations effectively
  • Meet or exceed departmental SLA’s/KPI’s
  • Process customer payments and provide refunds
  • Guide school customers through rostering best practices, including quickly troubleshooting issues, determining cause, and collaborating with additional agents to address the issue if necessary
  • Assist customers with creating, updating, or closing an account, adding or removing students, troubleshooting login or play issues, and payment-related questions
  • Guides customers through in-depth questions about student progress, reporting data, and payment issues
  • Provide support to internal business units and employees as required
  • Able to perform other duties as assigned

About You

  • 3+ years of technology support experience interacting with customers via various contact methods (primarily: phone, e-mail)
  • Knowledgeable of personal computing hardware platforms, basic network technology, and software in addition to experience with SAAS
  • K-12 or Ed-Tech industry experience preferred
  • Spanish language competency a plus
  • Excellent written and verbal communication skills
  • Proven ability to communicate clearly and effectively
  • Professional in stressful situations
  • Must be passionate about customer experience, satisfaction, and quality of support
  • Able to work effectively with ambiguity
  • Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.). Excel certification/s strongly preferred
  • Experience using CRM implementations (E.G. Salesforce, other.)
  • Ability to stay up to date on current DreamBox products/releases
  • Time management skills including the ability to prioritize and manage multiple tasks
  • Proven flexibility and willingness to step out of comfort zone to support coworkers and customers
  • Able to thrive in a fast-paced environment
  • Ability to sit or stand for multiple hours
  • Ability to work overtime hours as needed
  • Ability to maintain a strict schedule

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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