Client Care Engineer

2 days ago

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K12 Insight

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customer service • K12 customer service • school community engagement • K12 surveys • survey platform

51 - 200

Description

• Provide exceptional technical support to clients. • Address client concerns and resolve a wide range of technical issues. • Collaborate with cross-functional teams to identify and resolve software bugs or product deficiencies. • Communicate directly with clients to understand their needs. • Partner with internal teams to deliver high-quality client service. • Serve as a support resource for internal and external service desks. • Monitor inbound customer support tickets via email, phone and chat. • Act as a subject matter expert on the K12 Insight product line. • Deliver periodic online and in-person training sessions to clients. • Collaborate with the Engineering team as the voice of the client. • Assist school districts in setting up our technology platforms and services. • Contribute to the creation and maintenance of internal knowledge bases and documentation.

Requirements

• 3 to 5 years of experience in a Product Support position in the SaaS or EdTech industry • Experience with help desk software (Jira/Zendesk/Freshdesk/etc.), customer relationship management (CRM) software, and project management tools • Demonstrate knowledge of cross-platform capabilities, including mobile, Windows, macOS, iOS, Android, and more • Advanced knowledge of HTML and APIs • Familiarity with Google Workspace and Microsoft Office products to provide efficient support to clients • Understanding of software development life cycle and the ability to work with developers to escalate software bugs or product deficiencies • Understanding of Single Sign On (SSO) and Secure File Transfer Protocol (SFTP) technologies preferred • Bachelor’s degree in a related field preferred

Benefits

• Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays. • Competitive salaries with incentive pay for performance • Option of medical, dental and vision plans • Short-term disability, long-term disability and basic life insurance at no extra cost • 401K retirement savings plan with company match • Excellent choice of computer equipment and a monthly cell phone plan stipend • A commitment to individualized professional development (we believe in education!) • Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.