Client Support Specialist

permanent
Fully Remote

Only accepting applications from: United States

Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data and insights to proactively manage human capital, business operations and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners. Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits and financial management.

Responsibilities

Primary Responsibilities:

  • Be a Frontline Culture Carrier, embodying the company’s core values internally and externally
  • Client focus: 100% of role engaged in client-facing work
  • Tier 1 Support
    • Create phenomenal client experiences to ensure retention by addressing questions via chat, phone and email, providing answers quickly and clearly
    • Complete expected individual support volume based on team standards
    • Properly tag alltickets, including the proper sub-categories
    • Thoroughly document phone call and other ticket comments in internal notes on tickets
    • Properly escalate tickets as needed Tier 2 Support due to client sentiment or issue complexity
    • Follow up on negative ratings
  • Knowledge Base:
    • Include knowledge base content on each ticket as appropriate
    • Communicate identified gaps in knowledge base content
  • Meet regularly with manager to receive performance feedback
  • Expectation of exemplary attendance and punctuality
  • Adapt well to change and demonstrate stability under pressure
  • Operate with a goal to increase efficiency through automation or support deflection in alignment with company goals
  • Special projects as assigned by CS leadership

Key Performance Metrics:

  • Total Ticket Volume Solved
    • Consistently achieve a CSAT at or above team goal
  • Time to First Response
  • 1-touch Resolution
    • Wait times / Service Level Agreements
  • Response Time to Escalation
  • Time to Full Resolution

Experience

  • You have earned a Bachelor’s Degree or higher
  • You have 2-4 years of experience in training or service related experience desired, ideally during a company’s growth mode.
  • Organizational skills are in your top strengths.
  • Must process information quickly, and possess excellent problem-solving skills.
  • Must perform quality work in a high-pressure environment, with keen attention to detail and deadlines.
  • Ability to interface with individuals at all levels within an organization in a professional manner, and strive to maintain constructive working relationships.
  • Ability to effectively prioritize and execute tasks.
  • Good working knowledge of Microsoft Office software suite, and an aptitude to learn new software packages.

Salary and Perks

  • Remote working opportunity
  • Competitive salary

About Frontline Education

Leading provider of school administration software for the #K12 education community.

Frontline Education is an integrated insights partner serving more than 12,000 educational organizations and millions of educators, administrators and support personnel in their efforts to develop the next generation of learners. Bringing together the best education software solutions into one unified platform, Frontline makes it possible to efficiently and effectively manage the needs of the education community including Recruiting & Hiring, Absence & Time, Professional Growth and Special Education. With more than 15 years of experience serving the front line of education, Frontline Education is dedicated to providing actionable intelligence that enables informed decisions and drives engagement across school systems.

Leading provider of school administration software for the #K12 education community.

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