Sr Customer Support Specialist (Administrative)

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.

WHAT YOU'LL DO

As a Sr. Customer Support Specialist, you will be responsible for assisting the Manager Team with the day-to-day oversight of a team of Customer Support Representatives.  You will promote a professional mentor relationship with the Customer Support team, enforcing positive client interactions and adherence to operational guidelines.  You will assist with the daily responsibilities of the Customer Support team, elevated call resolution, questions, concerns, or opportunities to the department best equipped to implement new products or process improvements that will be of value to the client base.  You will require backing up the Customer Support Team on phone calls, chats and emails as needed.

WHERE YOU'LL WORK

This position will work a hybrid schedule from our Leawood, KS office location.

HOW YOU'LL SPEND YOUR TIME

• Assist with the Managers with leading the Customer Support team to reach department goals and company vision
• Help ensure that the Customer Support team's interactions with clients are positive and adhere to operational guidelines through coaching and mentorship
• Identifies system and workflow improvements to enhance the team's efficiency
• Resolve incoming customer requests or inquiries via telephone, email or live chat and serve as a point of escalation for client resolution
• Maintain a working knowledge of products, services, and policies within the business and train team members to effectively support the business
• Assists in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Documentation of inquiries and resolutions
• Provide light technical support for customers
• Identify and report unusual inquiry trends or system issues

WHAT YOU'LL NEED

• Bachelor's degree is preferred. High school education or equivalent required.
• 1+ years of Customer Support experience
• Previous call center experience is preferred
• Ability to coach team members for optimal performance
• Friendly and resolution-focused interpersonal skills
• Strong verbal and written communication skills
• Excellent collaboration and teamwork skills
• Proven organizational and time management skills
• Ability to keep up in a fast-paced environment
• Strong attention to detail and ability to solve complex problems
• Technical aptitude
• Experience navigating various business systems to support customer inquiries
• Openness to additional responsibilities
• Ability to work an opening, 6am-3pm, or closing, 12:00pm-9:00pm, shift.

BENEFITS

• Flexible and generous paid time off
• Competitive medical, dental, vision and life insurance
• 401(k) employer matching program
• Parental leave
• Wellness resources
• Charitable matching program
• Hybrid work
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

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.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Customer Service