Technical Support Specialist at Ascend Learning, Inc. in New York City, New York

Posted in Information Technology 17 days ago.

This job brought to you by eQuest

Type: Full-Time





Job Description:

Ascend Learning; LLC (www.ascendlearning.com) is a leading provider of technology-based educational, curriculum and assessment solutions for high-growth careers in a range of industries, including healthcare, fitness and wellness, and insurance and financial services. We provide outcomes-based solutions aimed at helping people enter, sustain and succeed in their chosen fields. Ascend employs more than 1,000 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Ann Arbor, Michigan, New York, and the U.K.


Who We Are 
BoardVitals brings together content from major publishers, universities, and top healthcare professionals, creating the largest training ecosystem in medicine. BoardVitals helps healthcare professionals prepare for medical board exams, recertification exams (MOC), fulfill continuing education requirements, and in-service exams offering high-yield content in over 30 specialties. 


Job Overview


We are looking for an innately empathetic, positive Customer Operations Specialist to connect with our customers - answering questions, resolving issues, and being the resident expert on the BoardVitals platform. Our Customer Operations Specialists are the heart of our business and have a major impact on our continued success. This is a role with the ability to make a huge impact. We are a small, but mighty team with the shared goal of making a huge impact in the healthcare industry.


Evening, weekend, and holiday availability is a must for this position. You'll work 35-40 hours a week, with the flexibility to work some shifts from home. Training and meetings are held in our NYC office. Currently, we are all working from home, but are looking for a team member who can work out of our office, when it opens again.


We are specifically looking for someone who can work Monday - Friday 9 am 5 pm - some evening and holiday hours will be required during peak seasons.


Responsibilities



  • Act as the voice of BoardVitals, spending your days on the front lines interacting with our customers via email and on the phone

  • Troubleshoot and resolve customer issues with care and respect by listening to their problems and offering concrete resolutions

  • Consistently deliver personalized service while meeting quality and productivity goals

  • Share customer feedback and information with other team members in order to continuously improve and evolve the customer experience

  • Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.

  • Contribute to a positive, energetic team culture

Requirements



  • Excellent written, verbal, and listening skills

  • Strong problem solving skills– you have ideas for how to make a situation or service more efficient and successful and think quickly on your feet to resolve issues as they arise

  • Skilled with Google Docs and other collaboration tools

  • Operate with urgency - you are accountable for your work, and are passionate about getting results

  • Empathy, warmth, humility, and a sense of humor, with the ability to stay calm under pressure

  • A happy, positive attitude that empowers you to assist and delight our customers every day

  • Experience using Hubspot and other CRM tools a plus

Education & Experience



  • BA/BS or 2+ years of experience working in a customer service focused environment

 


Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.