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Application Support Specialist II - Remote Opportunity at KinderCare Education LLC in Portland, Oregon

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

About KinderCare Education

KinderCare Education operates more than 1,380 early learning centers, and more than 560 Champions sites, supported by a corporate team of nearly 600 headquarters employees in Portland, Oregon. In 2019, KinderCare Education earned their third Gallup Great Workplace Award - one of only 39 companies worldwide to win this award.

  • In neighborhoods with our KinderCare  Learning Centers that offer early childhood education and child care for children six weeks to 12 years old
  • At work through KinderCare Education at Work™, family benefits for employers including on-site and near-site early learning centers and back-up care for last-minute child care
  • In local schools with our Champions  before and after-school programs.

KinderCare Education is looking for an empathetic, customer-focused specialist for our growing Application Support organization. In this role, you will be providing support to KinderCare employees for critical business applications, directly impacting the day to day operations of our centers. Along with your peers, you will "know the business better than they do" in terms of how our applications support the business.

As an App Support Specialist, you will provide amazing support via phone calls, chat and email. You are the ideal specialist if you are passionate about customer service, are strong in process and documentation, and have an insatiable hunger to improve the support your team offers.

Job Responsibilities:

  • Provide remarkable customer service and support for KinderCare Field Operations, parents and families via phone support, ticketing system and email

  • Research and collect additional information needed to appropriately facilitate issues to Tier 2 or 3 teams; partner with other teams as needed, offering advice and customer's perspective

  • Act as single point of contact for customers through resolution of their issue

  • Accurately document all calls, emails and chats through ticketing system

  • Advocate for customer's needs through feedback to leadership, improvement opportunities and process enhancement suggestions

    Education and Experience:

  • 2-3 years of technical customer service support provided via phone and email

  • High School graduate or equivalent, 2 or 4 year college degree a plus

  • Superb customer service skills and desire to help others

  • Outstanding written and verbal English communication skills via phone, email and chat

  • Excellent organizational and time management skills

  • Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success

    Knowledge, Skills and Abilities:

  • Excellent communication skills and telephone manner

  • Ability to work in a fast paced, deadline-oriented environment to meet time constraints

  • Intermediate MS Office skills, ability to work with multiple applications and windows simultaneously on computer

  • Occasional flexibility with schedules, occasional overtime

  • Bilingual: English & Spanish a plus

  • Strong team player

  • Experience working within IT Service Desk tools, such as ServiceNow

    KinderCare Education employs more than 32,000 team members across 1,700 locations nationwide. Our devoted family of education providers leads the nation in accreditation and includes KinderCare Learning Centers, KinderCare Education at Work, Champions Before- and After-School Programs, Cambridge Schools ™ , Knowledge Beginnings and The Grove School.

    KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.