Customer Support Specialist

Edtech.com's Summary

Art of Problem Solving is hiring a Customer Support Specialist. This role involves managing Tier 1 customer inquiries across multiple channels, processing operational tasks, escalating advanced issues, moderating community platforms, and collaborating with various departments to enhance the customer experience for students and parents.

Highlights

Respond promptly to Tier 1 customer inquiries via email, message boards, and phone.
Process order/enrollment changes, homework extensions, and registration forms.
Escalate Tier 2 and Tier 3 inquiries to appropriate teams.
Moderate AoPS communication platforms to maintain a safe environment.
Maintain thorough knowledge of all AoPS products.
Strong written and verbal communication skills required.
Customer service experience and ability to handle problem-solving/troubleshooting.
Proficiency with multiple online platforms and computer applications.
Education background in math, science, or programming is a plus.
Full-time hybrid position with salary range $55,000-$65,000 plus 4% year-end bonus and benefits.

Customer Support Specialist Full Description

Art of Problem Solving is seeking a Customer Support Specialist to join our team! In this role, you will help to deliver an exceptional customer experience across our range of product offerings for some of the world's brightest students and their parents.

The Customer Support Specialist will:

Respond promptly and accurately to "Tier 1" (General) customer inquiries through multiple channels including email, online message boards, and phone
Process "Tier 1" (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms
Escalate "Tier 2" (Advanced/Technical), "Tier 3" (Supervisor), Academic Success, and other applicable inquiries to the appropriate person/inbox
Develop and maintain a thorough understanding of all AoPS products
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, as needed, to resolve customer requests
Work occasional weekend shifts, as needed, to support our student and parent community
Complete other tasks and responsibilities, as assigned

The ideal candidate has:

Strong written and verbal communication skills
Strong interpersonal skills
Customer service experience
Interest and ability in problem-solving/troubleshooting
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 is a plus

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 $55,000-$65,000 with a 4% year-end bonus. Here are some things you can look forward to:

Impact: You'll help ensure that some of the world's brightest students and their families receive the seamless support they need to succeed
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 world's 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.

Original Job Description

The Customer Support Specialist will:

Respond promptly and accurately to "Tier 1" (General) customer inquiries through multiple channels including email, online message boards, and phone
Process "Tier 1" (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms
Escalate "Tier 2" (Advanced/Technical), "Tier 3" (Supervisor), Academic Success, and other applicable inquiries to the appropriate person/inbox
Develop and maintain a thorough understanding of all AoPS products
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, as needed, to resolve customer requests
Work occasional weekend shifts, as needed, to support our student and parent community
Complete other tasks and responsibilities, as assigned

The ideal candidate has:

Strong written and verbal communication skills
Strong interpersonal skills
Customer service experience
Interest and ability in problem-solving/troubleshooting
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 is a plus

Why Join AoPS:

Impact: You'll help ensure that some of the world's brightest students and their families receive the seamless support they need to succeed
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.

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