Customer Service Tier 1 Support Specialist
Aspen PublishingBurlington - MA, MA
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Overview
Schedule
Alternate-schedule
Full-time
Career level
Senior-level
Remote
Hybrid remote
Benefits
Health Insurance
Dental Insurance
Life Insurance
Job Description
Aspen Publishing is seeking Customer Service Tier 1 Support Specialist to be a part of our growing Support team. Preference will be given to Dallas based candidates who can work in the UWorld Dallas Office in tandem with their Customer Service Team; we will also consider Boston based candidates to work in our Burlington, MA office with a hybrid schedule; or remote candidates. Ideal candidates will be available to work a 10 AM - 7 PM Eastern schedule Monday – Friday and be available to work intermittent Saturdays to support the JD-Next Exams. You will work with cross-functional stakeholders as you play a key role in ensuring a positive support experience for customers, resulting in high retention rates and customer satisfaction. We are looking for a Customer Service Tier 1 Support Specialist who is passionate about providing an amazing customer experience – is that you?TITLE: Customer Service Tier 1 Support SpecialistREPORTS TO: Senior Customer Support SpecialistDEPARTMENT: Customer ServiceFLSA STATUS: Non-ExemptLOCATION: Dallas, TX, Burlington, MA, or RemoteRANGE: $58.1K MIN / 72.2K MID / $87.9K MAXPOSITION SUMMARY: Responsible for assisting customers with issues or questions related to our JD-NEXT products, services, and platforms; Working closely with both the Customer Service, JD-NEXT, and Digital teams to ensure world-class customer service is provided to all customers; Interfacing regularly with product managers to stay up to date with enhancements and trends. Required to work a 10 AM - 7 PM Eastern schedule Monday – Friday and be available to work intermittent Saturdays to support the JD-Next Exams.KEY RESPONSIBILITIES
- Learn the JD-NEXT products and services that Aspen Publishing offers
- Stay up to date with products and platforms
- Provide troubleshooting support- identifying, investigating, and resolving user problems; creating tier 1 Zendesk tickets, and escalating tier 2 when necessary
- This includes Saturday & Evening Hours support for the JD-Next Exam
- Collaborate with product managers and developers to research and resolve problems
- Maintain eCommerce products and general eCommerce functions
- Manage multiple requests and prioritize tasks; multi-task efficiently and effectively
- Escalate unresolved issues to management daily
- Provide proactive customer outreach via phone call
- Develop and document trends, best practices, and review weekly with our internal team
- Other duties as assigned
- Bachelor’s Degree in business or related field preferred
- 2-3 years of customer service or technical support experience including both direct and indirect customer support
- Project management experience
- Excellent prioritization, multitasking, organizational, and time management skills
- Liaising between internal and external groups
- Executing plans on time and with quality
- Troubleshooting and problem solving
- Working with individuals at all levels of the organization
- Excellent verbal and written communication skills, English required
- Proficiency with Microsoft Office (PowerPoint, Outlook, Excel, Word, Zoho) and web browsers
- Demonstrated ability in working independently and as part of a team
- Normal Office Environment
- Ability to sit for extended periods of time
- Ability to work on computer for extended periods of time
- Ability to listen and speak carefully while interacting with others
- Ability to lift up to 10 pounds occasionally
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FAQs About Customer Service Tier 1 Support Specialist Jobs at Aspen Publishing
What is the work location for this position at Aspen Publishing?
This job at Aspen Publishing is located in Burlington - MA, MA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Aspen Publishing?
Employer has not shared pay details for this role.
What employment applies to this position at Aspen Publishing?
Aspen Publishing lists this position under the following employment categories:
- Alternate-schedule
- Full-time
What experience level is required for this role at Aspen Publishing?
Aspen Publishing is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Aspen Publishing for this role?
Aspen Publishing offers following benefits: Health Insurance, Dental Insurance, Life Insurance, Paid Holidays, Paid Vacation, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Aspen Publishing?
You can apply for this role at Aspen Publishing either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.