Customer Support Specialist (Remote)
Job Details
Experienced
Fully Remote
Full Time
$28.00 - $33.00 Hourly

About Benetech

Benetech is a nonprofit dedicated to reducing social and economic inequity in partnership with the communities that we serve through software for social good. Benetech's initiatives are transforming how students, job seekers, and older adults across the globe read, learn, and work. Benetech believes that access to information is a human right, and no person should encounter barriers to education, literacy, or employment due to differences or disability. People at Benetech believe strongly in its mission, and we work hard to embody our Truths each day.

 

Benetech is considered a leader in tech for accessibility, serving those with print disabilities such as visual impairment and dyslexia. Bookshare, Benetech's core product, is the largest global digital library of accessible content. In the US, Bookshare is helping achieve education equity and inclusion by making learning content so any student with a print disability needs accessible and available at the same time as their peers. Around the world, we have teams and partners in various countries in Asia, Africa, Europe, Australia, and North America to whom we provide our platform for accessible digital content, support educators and target users via digital literacy training and other programs, and bring systems to change in the publishing industry by certifying the production of accessible digital content.

Attracting candidates from all backgrounds

Our users come from all kinds of communities, and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our organization stronger in delivering social impact. We encourage members of traditionally underrepresented communities to apply, including people of color, veterans, LGBTQ+ people, and people with disabilities.

The Opportunity

Bookshare seeks a Customer Support Specialist to add strength to the Customer Support team. In this position, you will make a difference in the lives of people who are supported by Benetech's nonprofit mission of using technology for social good to provide accessible content to people with print disabilities. As a technical member of the Customer Support team, you will serve as first-line support to our Bookshare customers (www.bookshare.org). This includes members, educators, and partnering libraries. You will work and collaborate across the organization to resolve technical issues and continually strive to improve the Bookshare member and educator experience.

Key Responsibilities

  • Provide service and support to internal and external customers via phone and email, managing and documenting member interactions using Salesforce

  • As part of a team, support over 900,000 global Bookshare members with varying technical skill levels with a broad range of technical and membership support requests

  • Assist educators with account management and technical support requests as they help students access and use Bookshare

  • Analyze existing accounts, check for errors, anomalies, and otherwise monitor the overall data integrity of membership databases

  • Support members with desktop, Web, and mobile applications that are used to access Bookshare content

  • Guide members and educators in the use of assistive technology hardware and software to access Bookshares service offerings

  • Work collaboratively to share insights with internal outreach and training teams, product managers, engineers, and other departments across Benetech

  • Test new Bookshare software and product releases, planning for impact on members from a support viewpoint

  • Update and create Help documentation that supports members with the use of Bookshare products and features

Qualifications and Core Competencies

  • Required:

    • Have a spirit for learning

    • Adaptable: able to work independently and collaboratively within the team and across departments, communicating complex and technical information verbally and in writing to all levels of the organization and to customers

    • Flexible: gracefully respond to changes and information updates

    • Excellent problem-solving and critical thinking skills: you are a proactive part of the solution

    • Elevated attention to specific and complex details that are presented over the phone and in writing

    • Demonstrated competence with office software tools such as Microsoft Office, Salesforce, Jira, or Slack

    • Familiarity with, and willingness to learn, assistive technology, such as screen readers (JAWS, NVDA, VoiceOver), refreshable Braille displays and stand-alone notetakers, Bookshare-specific applications, mobile reading applications (Dolphin Easy Reader, Voice Dream Reader)

  • Preferred:

    • Familiarity with CRM platforms to track and manage a high volume of support and membership requests

    • Can maintain detailed record-keeping and high standards of accuracy in data entry

    • Able to prioritize deadlines by urgency and importance

    • Strong interest in mission-driven organizations and the communities we serve, including people with disabilities

Travel Obligations

None

 

Please include your resume along with a cover letter that explains why you want to work with Benetech and why you are a good fit for this position.  

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