The Role & Responsibilities
Tuition.io’s Program Success (Customer Support) department is growing and we are looking to add another exceptional associate to the team to assist with providing support for our new Tuition Assistance software platform. This is a diverse, fast-paced customer support/call center style role including the following responsibilities:
- Deliver high quality customer support to end users of the Tuition.io platform through email, phone and online chat.
- Develop operational knowledge of Tuition.io’s proprietary educational benefits platform.
- Ensure end user support issues are resolved both completely and timely.
- Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform.
- This is a full-time role requiring 40 hours/week with occasional overtime hours as needed. There may also be opportunities for weekend shifts of 3 hours on Saturday and/or Sundays.
- This is a remote role open to all time zones that reports to the Director of Program Success who is based in Los Angeles, CA.
- Training for this role will start from 8:00am PST and will end at 4:30pm PST as training will be conducted by our Director and Team Lead who are located on the West Coast.
- Training is expected to take 6 to 8 weeks.
- Once fully trained, this role will start at an assigned time based on the timezone of the candidate.
Qualifications of Our Ideal Candidate:
- 1+ years of previous customer service experience in a tech start-up environment utilizing internal software platforms or 2+ years customer service/call center experience for a software provider requiring software troubleshooting with platform users.
- 1+ years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.)
- High level understanding of software troubleshooting and browser based software
- Excellent verbal and written communication skills
- Empathetic and a good listener
- Strong customer advocate who goes the extra mile
- Team player
- Organized and resourceful with great time-management skills
- Ability to manage multiple support channels including email tickets, live chat, and phone
- Ability to learn and master new processes and procedures
- Ability to thrive in a fast paced environment with rapidly changing priorities
- High level of attention to detail and great problem solving skills
- Bachelor’s degree
Bonus Points
- Knowledge of Student Loans
- Knowledge of Tuition Reimbursement or other educational benefits
- Familiarity with modern workplace software such as Salesforce, Google Workspace, etc
- Bilingual in English/Spanish or French/English
About Tuition.io
Tuition.io is a well-funded, rapidly growing company based in San Mateo, California with an additional office in Los Angeles, California. Founded in 2012, Our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.io for an overview of our company.
Job Type: Full-time
Pay: $21.64 - $26.44 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Education:
Experience:
- Zendesk: 1 year (Required)
- tech start-up: 1 year (Preferred)
- Call center: 2 years (Required)
Work Location: Remote