Art of Problem Solving
Customer Support Specialist
Edtech.com's Summary
- Respond to Tier 1 customer inquiries via email, message boards, and phone.
- Handle order and enrollment changes, homework extensions, and registration forms.
- Escalate Tier 2 and Tier 3 issues to supervisors or specialized teams.
- Moderate communication platforms to maintain a safe environment for users.
- Coordinate with Operations, School Staff, Curriculum, Warehouse, and Finance departments to resolve requests.
- Strong written and verbal communication, interpersonal skills, and customer service experience required.
- Proficiency with multiple online platforms and computer applications.
- Background in education, mathematics, science, or programming is a plus but not required.
- Full-time position requiring weekend work (Thursday - Monday schedule).
- Salary range from $57,000 to $67,000 with benefits including medical, dental, vision, 401K with match, PTO, relocation bonus, and a hybrid work environment.
Customer Support Specialist Full Description
As a Customer Support Specialist for AoPS Textbooks and Online Services (Online, BA, and VC), you will help provide an exceptional customer experience for students and parents across our online product offerings. Please note weekend work schedule: Thursday - Monday (weekends required, mid-week days off).
The Customer Support Specialist will:
- Respond promptly and accurately to âTier 1â (General) customer inquiries through multiple channels including email, our online message boards, and phone.
- Process âTier 1â (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms.
- Escalate âTier 2â (Advanced/Technical), âTier 3â (Supervisor), Academic Success, and other applicable inquiries to the appropriate person/inbox.
- Develop and maintain a thorough understanding of all AoPS products (Online, BA, and VC).
- Assist in moderating communication platforms such as class message boards, the AoPS Community, and AoPS Wiki to maintain a safe and productive environment for AoPS users.
- Acknowledge and escalate customer complaints and feedback to appropriate teams/parties, as needed.
- Communicate needed updates to public knowledge base or internal policies/procedures to Knowledge Management.
- Interact with multiple departments within the company when needed to resolve a customer request, such as the Operations, School Staff, Curriculum, Warehouse, and Finance teams.
The ideal candidate has:
- Strong written and verbal communication skills
- Strong interpersonal skills
- Customer service experience
- Motivated problem solver
- Ability to organize and prioritize a varied workload
- Ability to use multiple online platforms / computer applications in tandem
- Background in the education field with experience in mathematics, science, and/or programming a plus, but not required
- Must be able to work weekends
Why Join AoPS:
This is a hybrid full-time position based at our headquarters in San Diego, CA. The full salary range for this position is 57k-67k. Here are some things you can look forward to:
- Impact: The opportunity to provide high-quality support for students and families as they train to become the great problem solvers of the next generation.
- Flexibility: Casual work environment with a hybrid work week
- Benefits: Multiple options for Medical, Dental and Vision plans
- Future Planning: 401K with company match
- Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
- Ease of Transition: Relocation bonus (if currently located outside of San Diego)
Background Check:
Please note that employment is contingent on the successful completion of a background check.
Work Authorization:
Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT and H-1B.
About AoPS:
Art of Problem Solving (AoPS) is on a mission to discover, inspire, and train the great problem solvers of the next generation. Since 2003, we have trained hundreds of thousands of the countryâs top students, including nearly all the members of the US International Math Olympiad team, through our online school, in-person academies, textbooks, and online learning systems. While our primary focus has been math for most of our history, through the years we have expanded our unique problem solving curriculum into more subjects, such as language arts, science, and computer science.
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