Customer Service Agent
R
Riverside InsightsEdTech
Workable workplace: remote Workable locations: United StatesFull-Time
Salary20 - 21 USD per hour
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Job Details
- Required Skills
- Communication SkillsCustomer serviceAttention to detailTime ManagementMultitasking
Requirements
- Prior call center or customer service phone experience.
- Strong professional communication skills, both oral and written.
- Ability to multitask across systems, channels, and customer issues without losing accuracy.
- Ability to meet deadlines and consistently hit daily ticket and coverage targets.
- Proficiency with computers and standard support tools.
- Reliable home internet with strong speed and stability for sustained phone and ticket work.
- Strong time management, prioritization, and attention to detail.
- Openness to QA feedback and a track record of acting on it.
- Experience supporting customers in an education, edtech, or assessment-platform environment.
- Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar).
- Experience guiding customers toward self-service or ecommerce purchasing options.
- Comfort explaining technical platform features in plain, customer-friendly language.
Responsibilities
- Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines.
- Maintain steady daily ticket throughput while delivering positive, solution-focused service.
- Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours.
- Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps.
- Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service.
- Review QA feedback and apply improvements to maintain strong quality scores.
- Document tickets accurately and completely so that internal partners can pick up context without rework.
- Participate actively in team and business unit meetings, contributing to a collaborative support culture.
- Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.
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