Customer Success Specialist

CollegePlannerPro is seeking a Customer Success Specialist from late January to early August 2024 to cover some of our customer support needs during an employee's parental leave period. We are seeking either one full-time (40 hrs per week) temporary employee or two part-time (20-25 hrs per week) temporary employees during this time.

CollegePlannerPro (www.collegeplannerpro.com) is the leading and most trusted end-to-end software solution for Independent Educational Consultants. We are seeing a tech-savvy individual with strong experience in customer support who can provide written and oral troubleshooting assistance and training to our software users, among other tasks.

IMPORTANT: This is a temporary position. You must be authorized to work as a W-2 employee in the United States (no foreign sponsorships).

Compensation: $20.00 - $30.00 per hour depending on experience

Benefits: Work from home

Schedule: Monday to Friday, ~9am-5pm in your (US) time zone (if full-time)

Work Location: Fully remote but US-based is best for time zone compatability; our operational team is based on Southern California and the large majority of our customers are located in the US.

Professional References: May be requested in later stages of hiring

Job Responsibilities:

• Learn the ins and outs of the CollegePlannerPro platform (via a combination of self-learning and provided training) in order to be competent in assisting customers on functionality and resolving issues
• Respond to inbound customer support requests, mostly in written form, in a timely, friendly and professional manner
• Research customer-reported issues, escalate when requiring further support, and update customers on issue resolution from start to finish
• Update and maintain the CollegePlannerPro Knowledge Base of support articles, as necessary
• Periodic research-based tasks related to college data and statistics
• Conduct occasional training calls (typically one-on-one via Zoom) with customers to better understand pain points and resolve issues
• Field customer feature/enhancement requests and report details to product team
• Manage company marketing posts on social media (Facebook, LinkedIn, Twitter, etc.)
• Attend weekly check-ins and other meetings as required

The ideal candidate:

• Has excellent professional written and oral communication skills
• Is comfortable and savvy using cloud-based software, has experience and confidence troubleshooting software issues
• Has at least 2 years of customer support experience, ideally in software support
• Is able to multi-task and manage one's own time effectively
• Has at least 2 years of remote work experience
• Is familiar with the US college admissions industry
• Has experience with: Zendesk, Slack, GSuite, Hubspot, major social media platforms