Customer Support Representative - Remote, Part-Time

2w2 weeks ago

Embrace Software Inc

Remote · Part-time · $25,000 – $40,000

About this role

Embrace EdTech Group powers innovative education technology solutions in North America, focused on improving learning outcomes for students and institutions. XAP, a leading innovator in the portfolio, serves state-level sponsors, school districts, and schools with career and college planning software. This remote part-time role acts as primary contact for inbound customer support issues.

Deliver efficient, high-quality customer support for routine inquiries and common product issues while ensuring excellent service standards. Respond efficiently to customer inquiries across phone, email, and chat to maintain high satisfaction. Success requires strong attention to detail, reliability, and following defined processes for positive experiences.

Handle real-time interactions and high-volume requests with speed and accuracy in a fast-paced environment. Work comfortably with multiple web apps to assess customer information and communicate via voicemail, email, chat, or phone. Demonstrate proficiency in brand voice, product knowledge, and troubleshooting using critical thinking.

Contribute as an effective team member while working autonomously amid ambiguity. Assist with outbound outreach and special projects as needed. Identify common issues, suggest updates, and help maintain accurate knowledge base content to improve support efficiency.

Requirements

High school diploma or equivalent required, bachelor's degree or additional education or training preferred
At least 1 year of customer service experience, preferably supporting software or SaaS
Strong attention to detail and reliability
Ability to follow defined processes while maintaining positive customer experience
Proficiency in brand voice, product knowledge, and common issues
Comfortable handling real-time customer interactions across phone, email, and chat
Excellent written and verbal communication skills with clear, professional speaking voice

Responsibilities

Respond to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner
Handle inbound support across multiple channels, including phone, email, and chat
Demonstrate proficiency in brand voice, product knowledge, and common issues
Use product knowledge and critical thinking skills to research and troubleshoot customer issues effectively
Work with multiple web apps to enter, pull, and assess customer information and communicate via various channels
Work as an effective team member and autonomously in an ambiguous, fast-paced environment
Maintain excellent attention to detail when following and helping maintain customer support documentation
Contribute to improving support efficiency by identifying common issues and updating knowledge base content