Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning. Our solution brings together holistic data and collaborative tools and puts them in the hands of educators. Moment-by-moment, our users can visualize each student's progress, determine the right instructional or intervention strategy, and take the next best action.  Headquartered in Irvine, CA, Illuminate supports over 17 million students and 5200 schools and districts across all 50 states.

Location

Remote, US

Position Overview

At Illuminate Education we’re looking for a customer-centric Support Specialist to join our Customer Support team. You will help implement strategies to cultivate a premier experience that will help elevate each client’s use of our products. Even when things go off track—products fail or users have issues—you can provide a fix and delight the client all at once. You recognize that the most important thing about a company is how it treats its clientele, and you are at the front lines eager to help.

Key Responsibilities 

• Solve client support interactions.

• Ask appropriate questions and solve issues independently (via help docs, Confluence, old tickets etc.) before reaching out to others.

• Ability to thoroughly research and find answers to client inquiries.

• Learn about the system in order to better understand how things work together.

• Be a team player; always take your team into consideration when making decisions.

• Provide the level of detail needed to describe the issue completely and concisely.

• Have a broad understanding of the modules in the product and understand how those modules work together.

• Respond effectively to client issues with understanding and subject-matter expertise.

• Excellent listening skills; listen fully to the client issues before suggesting a solution; understand the question behind the question.

• Show respect for all clients, team members, managers, and company leadership.

Desired Experience & Qualifications

• Exceptional customer service skills – customer support phone/email/chat experience preferred.

• Strong written skills with the ability to take complex information and translate it for an outside audience.

• Self-driven and passionate about learning more about the system and to better understand how things work together.

• Knowledge of Google Suite products.

• Reliable, customer service oriented, quality-focused.

• Positive, team-driven attitude.

• Ability to identify customer needs and successfully implement solutions.

• Humble and friendly with a positive attitude that bridges problems with solutions.