Customer Support Representative - Part-time

As the largest Canadian-owned and operated K-12 publisher, Nelson Education Ltd. is Canada's only heritage education content provider, known for its innovative products and solutions catering to learners across the country.

Nelson is on a mission to make learning accessible, engaging, and effective for all. That's why Nelson continuously strives to create dynamic curriculum-aligned content that caters to diverse learning styles, fostering critical thinking, creativity, and life‑long learning.

In response to the evolving education landscape, Nelson developed Edwin, a digital learning ecosystem. Edwin is a learning platform for classroom success, providing curriculum‑linked content, engaging tools and unparalleled support to reach every student.

Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible, one learner at a time.

The Customer Support Representative, Edwin Support (part-time) is responsible for delivering the same high standard of customer service as the core Edwin Support team, across evening and weekend hours. This role ensures continuity of service quality outside of core business hours — serving as a consistent, knowledgeable point of contact for Edwin customers when the broader team is not available.

Reporting to the Edwin Support Operations Lead, the part‑time Customer Support Representative is expected to operate with a high degree of self‑sufficiency, exercising sound judgment in managing customer interactions and escalating appropriately when critical issues arise outside of standard hours.

• Tuesday-Friday 5-8pm and Saturday 8-4pm EST
• Monday-Thursday 5-8pm and Sunday 12-8pm EST
• Monday & Friday 5-8pm, Saturday 12-8pm & Sunday 8-4pm EST

Note: Shift schedules are subject to change based on business needs.

• Serve as the primary point of contact for Edwin customers across phone and email channels, managing inquiries and issues through to resolution in a timely and professional manner.
• Demonstrate a thorough and current understanding of the Edwin product, policies, and procedures, ensuring customers receive accurate and consistent information at every touchpoint.
• Adhere to all defined workflows, escalation protocols, and standard operating procedures, maintaining compliance with service level requirements and quality standards.
• Identify and elevate complex, sensitive, or unresolved issues to the appropriate tier in a timely manner, ensuring customers are never left without a clear path to resolution.
• Maintain accurate and complete records of all customer interactions in accordance with documentation standards.
• Participate actively in training, onboarding, and ongoing development programs, applying learning to continuously improve the quality and effectiveness of customer interactions.
• Contribute to a positive, collaborative team environment by sharing knowledge, supporting colleagues, and upholding team standards.
• Provide feedback on recurring issues, knowledge gaps, or process inefficiencies to support continuous improvement across the Edwin Support function.

• Exceptional customer service skills, demonstrating a professional tone at all times.
• Excellent well‑developed oral and written communication skills.
• The ability to listen, focus and provide the most appropriate course of action or resolution.
• Strong problem‑solving skills – enjoys thinking outside the box.
• Responsive, proactive, and interpersonal.
• Demonstrate effective time management and organizational skills with a keen eye for detail.
• The ability to multi‑task and to recharge daily.
• Enjoys working independently as well as collaborating with peers.
• Digitally savvy with trouble‑shutting ability and confidence to think quickly on one’s feet.
• Excellent PC, MS Office, Teams, and Internet skills. AS400, Salesforce or Net Suite experience is an asset.
• Work remotely, be able to work the designated shift (9:30am to 5:30pm) with flexibility during the workday 8am to 6pm as needed for coverage and periodic overtime during peak seasons.
• Bilingual (English/French) is an asset.
• Call center experience is an asset.

The base…