Customer Engagement Specialist

Description:

We're seeking a Customer Engagement Specialist to join our mission-driven edtech team and empower educators through exceptional support. In this remote role, you'll work directly with users, classroom teachers, and district administrators, guiding them to succeed with our innovative learning products. You'll collaborate closely with our team to troubleshoot issues, share user feedback, and continuously enhance the customer experience.

This position is primarily remote, with occasional travel to meet customers in person and represent Edclub at educational conferences and trade shows. To set you up for success, we provide training on our products and ongoing support from a collaborative team passionate about improving education through technology.

• Solid verbal and written communication skills.
• Ability to speak with confidence and energy over the phone.
• Excellent virtual presentation skills.
• Proficient with Excel, Word, and Google Docs.
• Telephone skills, fielding calls and requests from customers.
• Ability to type 50 WPM or faster.
• Good organization skills.
• Ability to work both independently (with direction) and with a team.
• Bachelor's degree preferred.

• Maintain a thorough knowledge of Typing Club and other Edclub products.
• Provide excellent customer service by answering customer questions over email, tickets, and phone.
• Provide a professional and pleasant ordering experience for customers.
• Provide support to customers by resolving problems with regard to the product, billing, or taking orders.
• Coordinate efforts with other teams and teammates to resolve issues quickly.
• Perform root cause analysis for each issue, escalating as necessary.
• Document and track issues in the software.
• Provide training and documentation for trending issues.
• Assist in improving the quality of the software by examining new features and providing feedback.
• Update our support help forum with relevant and repeated support topics.
• Help with logistics and setup of trade shows.
• Attend to high-value customers that are assigned to you.

Edclub develops education technology tools that are effective, customizable, and easy to use. Our flagship product, Typing Club, is the #1 touch typing application used by schools and districts in the United States. Over 10 million users choose Typing Club to learn or improve their typing, and Google recognizes Typing Club as an outstanding learning tool for students of all skill levels and age groups.

Our compensation philosophy is to provide a competitive total compensation package with benefits, professional development, and continued opportunities for advancement within the company as we grow.

• Free medical, dental, and vision insurance for employees
• Short-term disability
• Long-term disability
• Life Insurance and AD&D
• Employee Assistance Program focused on mental and emotional wellbeing

• 401(K) Safe Harbor Plan

• Generous and flexible paid time off for vacation, sick leave, and bereavement

• Top of the line quality IT equipment, support, standing desks, and accessories
• Travel, parking, and Metro allowance

• Onsite group meals & snacks and yes, a treadmill desk!
• Casual attire and a stress-free, inclusive work environment
• On and offsite company events
• Fun and exciting wins!

EdClub, Inc. is proud to be an Equal Employment Opportunity workplace committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.