Program Success Associate

The Role & Responsibilities

Tuition.io’s Program Success (Customer Support) department is growing and we are looking to add another exceptional associate to the team. This is a diverse, fast-paced customer support/call center style role including the following responsibilities:

• This opening is available in all US time zones: PST, MT, CST and EST
• Deliver high quality customer support to end users of the Tuition.io platform through email, phone and online chat.
• Develop operational knowledge of Tuition.io’s proprietary educational benefits platform.
• Ensure end user support issues are resolved both completely and timely.
• Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform.
• This is a full-time role requiring 40 hours/week with occasional overtime hours as needed. There may also be opportunities for weekend shifts of 3 hours on Saturday and/or Sundays.
• This is a remote role that reports to the Director of Program Success.
• Training for this role will either be: Starting from 6:00am PST and will end at 2:30 pm PST OR starting from 9:00am EST and will end at 5:30 pm EST as training will be conducted by our Director and Team Lead who are located on the West Coast.
• Training is expected to take 4 weeks.
• Once fully trained, hours for this role will either be: 8:30 am PST and will end at 5 pm PST OR 8:00 am EST and will end at 4:30 pm EST

Qualifications of Our Ideal Candidate:

• 2+ years of previous customer service experience in a tech start-up environment utilizing internal software platforms or 3+ years customer service/call center experience for a software provider requiring software troubleshooting with platform users.
• 1+ years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.)
• High level understanding of software troubleshooting and browser based software
• Excellent verbal and written communication skills
• Empathetic and a good listener
• Strong customer advocate who goes the extra mile
• Team player
• Organized and resourceful with great time-management skills
• Ability to manage multiple support channels including email tickets, live chat, and phone
• Ability to learn and master new processes and procedures
• Ability to thrive in a fast paced environment with rapidly changing priorities
• High level of attention to detail and great problem solving skills
• Bachelor’s degree

Bonus Points

• Knowledge of Student Loans
• Knowledge of Tuition Reimbursement or other educational benefits
• Familiarity with modern workplace software such as Salesforce, Google Workspace, etc
• Bilingual in English/Spanish or French/English

About Tuition.io

• Tuition.io is a well-funded, rapidly growing company based in San Mateo, California. Founded in 2012, Our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.io for an overview of our company.

Job Type: Full-time

Pay: $21.64 - $26.44 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Zendesk: 1 year (Required)
• tech start-up: 2 years (Required)
• Call center: 3 years (Required)

Work Location: Remote