Customer Support Specialist-Digital Reader

Job Title
Customer Support Specialist-Digital Reader
Job ID
Northampton,  MA 01060
Other Location
The Digital Reader Support team at Pioneer Valley Books is growing, and we are looking for dynamic individuals who love working with customers, have a passion for technology and education, and enjoy working in a fast-growing, ever-changing environment. As a team, we aim to ensure that educators and students using our Digital Reader have all they need to succeed, including reliable support agents available to help activate accounts, guide teams with onboarding, teach users how to navigate our platform/program, and resolve support tickets. 
Pioneer Valley Books is a leading publisher of award-winning literacy resources. We are committed to providing quality books for children learning to read and resources that support teachers in their work. Our customers passionately love our products, and our company continues to grow.
The Digital Reader Support Specialist is responsible for providing both proactive and immediate, effective support of customers using our digital literacy products, particularly the Digital Reader (DR) Platform. The Digital Reader Support Specialist provides customer support to users of the platform via phone and Help Desk (ZenDesk) tickets. Additionally, they are responsible for prompt resolution of use issues, set up and rostering of new accounts, directing sales queries appropriately, and escalating unresolved technical issues to Dev/Tech Support as needed. This position reports to the Manager of Digital Support.
Key Duties
·Monitor incoming ZenDesk tickets, assessing tickets, and resolving or rerouting as needed. 
·Receive incoming phone calls and emails related to the Digital Reader product and handle accordingly (answer questions, assist customers, pass call to correct person in company, etc.).
·Problem-solve with customers to provide as positive an experience as possible for users. 
·Process Digital Reader web orders, and/or provide access as requested by the CSR team. 
·Provide customers with import rosters and onboarding support to activate new accounts.
.Communicate regularly with the Development team on emerging technical issues and resolve accordingly.
.Assess efficiencies in the customer ordering process and make recommendations to supervisor for process improvements as needed.
·Provide quality assurance follow-up phone calls to customers.
·Provide general information about cost and licensing options for products including the Digital Reader.
Our ideal candidate will possess the following qualities:
  • High School Diploma or equivalent is required; Bachelor’s degree in a related field is strongly preferred, or equivalent combination of post-high school education and related work experience
  • Previous Support and/or Customer Service experience required
  • Strong/reasonable technical savvy: 
    • Demonstrable working knowledge of Microsoft Suite and/or Google Suite
    • Confidence in managing multiple applications related to a customer service environment, such as order management and CRM platforms, customer-facing company websites, and ticketing systems
    • Working knowledge of internal communication tools such as email, Slack, and Zoom
    • Familiarity with ZenDesk or NetSuite is a plus
  • Exceptional attention to detail to ensure a high degree of accuracy and ensure troubleshooting investigations are detailed and thorough
  • Ability to prioritize tasks, manage time efficiently, and work well under pressure to meet deadlines
  • Ability to juggle multiple projects and determine shifting priorities
  • Experience interacting positively with customers to ensure consistent and prompt communication
  • Works well both within a team environment and independently  
Experience with any of the following will be considered an additional asset: elementary or literacy education, educational publishing in grades K–12, or educational technology.  

Currently, this position is full-time remote, with plans to transition to an on-site role in the future. However, we may consider continuing this role as remote or remote/in-person hybrid, depending on candidate qualifications and ability to effectively work remotely. 
Our company office is located in Northampton, MA. We offer a competitive compensation and benefits package and a small, welcoming, pet-friendly office environment. If this sounds like your kind of job, we’d like to know! Please respond with a letter of interest and résumé. No phone calls please.
Pioneer Valley Books is an Equal Opportunity Employer and values diversity. M/F/D/V/SO

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