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Client Support Specialist

Arlington, VA | Naviance

Job Description

Naviance is a leader in providing solutions that help schools and school districts prepare every student to graduate from high school ready for success in college, career, and life. As the K-12 division of Hobsons, a unit of the Daily Mail & General Trust plc, Naviance combines the resources of a multi-billion dollar global corporation with the soul of a start-up. We serve more than 100,000 educators in 47 states and 72 countries, helping more than 4 million current students achieve their academic and career objectives. We're looking for energetic, creative, and ambitious professionals who are seeking exciting opportunities for extraordinary growth.

 

Client Support Specialist

 

 

Job Summary

The Client Support Specialist works in a team environment with other Client Support Specialists to address questions of Naviance Network members (typically schools and school districts). Members submit questions related to business or technical usage of the Naviance Succeed solution (a “case”) via phone or email and the Client Support Specialist works to resolve the case in a timely manner. This individual documents the progress of cases online and if-needed escalates cases to Engineering based on priority/issue level. On a daily basis, the Client Support Specialist manages their queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to members and the account management team to ensure member success.

 

  • Seeking local candidates only to work in our Washington, D.C. office
  • Telecommuting and relocation are not offered 

 

Essential Functions/Responsibilities

  • Provide timely, professional, and accurate responses to members who submit a question via the help menu, phone or email
  • Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
  • Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
  • On-board new Naviance Network members to support them in the data importing process so that they can start using the Naviance Succeed solution successfully
  • Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
  • Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
  • Contribute to research and growth of the Naviance Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
  • Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
  • Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
  • Enhance personal and professional growth by participating in monthly training sessions for Support Services team

 

Minimum Qualifications

  • 2-4 years of experience serving in an external client-facing role supporting clients via phone or email
  • 2-4 years of experience using, supporting, or troubleshooting web-based applications
  • 2-4 years of experience being a part of a professional services or client services department or team
  • 2-4 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution  
  • Excellent written and verbal communication both over the phone and in-person required
  • Bachelor’s degree or equivalent experience required
  • Ability to document identity and employment eligibility

Required Knowledge, Skills, and Abilities

  • Excellent written and oral communication skills
  • Good listener with good phone presence
  • Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
  • Strong technical, analytical and troubleshooting skills
  • Demonstrated track record of being able to troubleshoot and solve customer problems remotely
  • Can work independently to solve problems
  • Strong organizational skills
  • Outstanding attention to detail and accurateness
  • Ability to manage and prioritize multiple tasks simultaneously
  • Working knowledge of incident tracking software and reporting capabilities
  • Ambition, drive and ability to learn quickly and adapt to change
  • A team player willing to help others
  • Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction
  • Experience with Naviance Success is a plus
  • Experience providing technical support to a school administrative staff (such as teachers or counselors) is a plus
  • Completion of Naviance’s new hire training upon hire

 

Naviance offers a competitive salary along with an excellent benefits package including:

·           Health Insurance

·           Life and Disability Insurance

·           Dental Plan

·           401K Plan

·           Metro SmartBenefits (pre-tax option)

·           Generous Paid Time Off program

 

We have a corporate commitment to education and actively participate in charity work to support schools locally and abroad. Through our work with PLAN (www.planusa.org), our staff joins in an annual campaign to improve education in developing nations. In the past three years, groups of employees from Naviance and our corporate parent, Hobsons, have traveled to Ghana, Bolivia, and Vietnam to build educational facilities.

 

Résumés without cover letters will not be considered.

 

Must be located in the DC metro area.

 

To learn more about Naviance, please visit our corporate Web site at www.naviance.com.

 

EEO / M / F / D / V

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