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:

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 contract will last until approximately December 2021

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

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!