Customer Support Specialist (Temp), Canada

Customer Support Specialist (Temp)

WHAT WE SEEK

Carnegie Learning is seeking a customer advocate to join our Customer Support team!

We're committed to transforming the classroom, putting better learning within reach for both teachers and students. We believe that customer support is more than just answering questions. Our Customer Support Specialists play a significant role in customer satisfaction and student achievement.by helping teachers, administrators, students and parents throughout the country use our game-changing educational materials. We directly impact business goals by providing feedback to our product team and driving customer success. Our support team is one of the main reasons for our success and we want to be role models for our customers. You'll love this role if you get your kicks by helping others. Were looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. We are looking for customer-focused agents who can assist customers with our Math, Language Arts, and Computer Science products via phone, email, and chat.

This is a temporary position lasting approximately 4-6 months, with flexibility based on performance and company needs.

WHAT YOUR DAY WILL LOOK LIKE

Provide first-level support, via phone, email, and chat, in a timely and friendly manner.
Answer, research, and resolve first and second-level customer issues.
Assist in onboarding of new and returning customers.
Become an expert on Carnegie Learning product features and capabilities
Educate and empower our customers to better understand the Carnegie Learning product suite
Assist in creating, translating, and maintaining customer-facing and internal documentation.
Assist in troubleshooting and documenting school and district-level issues.
Escalate critical support issues to the appropriate internal channel
Help to develop the customer support profession through sharing knowledge, experimenting with new innovations, and discussing best practices.
Increase customer satisfaction and build loyalty through providing amazing, personal customer support.
WHAT SHOULD BE IN YOUR BACKPACK

Excellent verbal and written communication skills
Fluency in Spanish and French strongly preferred
Ability to solve problems logically and critically
0-1+ years in a customer service position, preferably online support
Previous experience with educational software or a background in education preferred
Effective time management and organizational skills
Comfortability in working with technology and a basic understanding of the internet and computer systems
You'll love this job if:
You like making things easier for customers and colleagues. If there's a roadblock, you want to smooth it away.
You are energized by interacting with and helping people. You know that everyone has trouble sometimes, and seek to empower and educate our customers.
You love reading and learning about new ways of doing things. There's always a better way.
You're a positive person and know how to look on the bright side.
You bring solutions to the table, not just problems. (But you aren't afraid to point out where were going wrong).
You're comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.
WHAT GIVES US PURPOSE

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.

WHAT WE PROVIDE

A Place for Connection
Quarterly Wellness Incentives
Monthly employee activities + recognition program
+ Employee Resource Groups
WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.