Full-Time Customer Support Specialist

KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care.

As a Customer Support Specialist, you will provide high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. We are looking for candidates enthusiastic about caring for our clients. This position requires strong attention to detail and a customer-focused mindset.

Responsibilities and Duties:

• Answering telephone calls, emails, and chats in a fast-paced call center environment
• Accurately document and process customer claims
• Follow scripts, policies, and procedures
• Comply with confidentiality requirements
• Escalate customer issues to management
• Utilize knowledge base and training to answer customer questions accurately
• Answer calls promptly and professionally
• Train end-users on software products and systems
• Help meet Service Level Agreements (SLAs)
• Attend meetings, training, and review new training material
• Ensure first call resolution
• Occasional travel may be required (conferences, customer sites)
• Occasional on-call, overtime evening hours, and weekend hours may be required

Who you are:

• Bilingual (written and verbal) preferred
• Experience in a support center, preferably SaaS
• Experience within the childcare industry, preferably subsidized care, preferred
• KinderSystems software experience a plus!
• Strong interpersonal, writing, and verbal communication skills
• Excellent troubleshooting skills
• Teamwork skills
• Customer handling skills desirable
• Experience with CRMs
• Proficient in Microsoft Word, Outlook, and Excel
• 3+ years on-the-job technical writing, training, or education experience preferred
• Ability to travel locally/nationally for up to a week at a time

What We Offer:

• Ability to work from anywhere in the US
• Starting pay $20/hr, depending on experience
• Comprehensive benefits package
• 401(k) retirement plan with company match
• Paid holidays and generous PTO
• Friendly and supportive environment

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