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Customer Support Representative at Ascend Learning, Inc. in Leawood, Kansas

Posted in Information Technology 30+ days ago.

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 1,200 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Walnut Creek, California, Ann Arbor, Michigan, New York, and the U.K.


ClickSafety’s online learning management, compliance and documentation solutions help organizations execute their training objectives and build world-class safety cultures. Since 1999, ClickSafety’s training solutions have been deployed to over 10,000 organizations worldwide, including leading construction, general industry and engineering firms.


Position Summary:


Reporting to the Customer Support Manager, we are searching for a Customer Support Representative in our ClickSafety business unit  http://www.clicksafety.com.  The Customer Support Representative will have responsibility for supporting the ClickSafety e-learning client base as a member of our Customer Support Team.  This role will serve as the primary contact between ClickSafety and its customers for training, IT troubleshooting, processing orders timely and accurately, confirmation of pricing, fielding and managing unique customized requests and generation of all associated company reports for management and billing. Primary responsibilities include working as a specialist to facilitate solutions and communications with sales and other departments.


 


Responsibilities:


•Build trust, confidence and goodwill with key customers by understanding their needs and articulating the ability of ClickSafety to meet the clients’ needs with our products and services.


•Research customer related issues and take appropriate action to ensure needs of the customer and ClickSafety are efficiently and optimally met. Adept at trouble shooting and diagnosing and communicating customer support issues.


•Responsible for tracking and monitoring progress against a set of benchmarks and metrics.


•Perform projects and other activities as assigned to deliver consistently, exceptional key account customer and internal service.


 


Required Candidate Experience & Qualifications:


•Minimum of 2 years’ experience in sales or customer support for web-based business or software application provider


•Experience interacting with field-based sales teams through voice to voice, email and voicemail to deliver on strategic initiatives as it relates to the customers 


•Excellent communication skills – both written and verbal


•Ability to plan and organize work, set priorities, and direct own activities with limited supervision


•Demonstrated ability to multi-task


•Possess a strong positive attitude


•Bilingual in English and Spanish not required, but an advantage


•Strong Background working with Microsoft Office applications


•Computer – Windows 2000, Windows XP, Internet Explorer, Google Chrome, Mozilla Firefox


•High school education or equivalent; Associate’s degree is preferred


 


Other Requirements:


•Ability to work flexible hours as the position may include after hours and weekend support


 


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.