Fast Facts

Ascend Learning is seeking a Customer Support Specialist to provide exceptional service to customers across various channels. The role involves addressing inquiries, resolving issues, and collaborating with internal teams, while working in a people-centric, remote-friendly environment.

Responsibilities: Handle customer inquiries via phone, email, and chat; ensure timely issue resolution; collaborate with internal teams; provide basic technical support; document customer interactions.

Skills: Customer service experience, basic technical troubleshooting, excellent communication, strong attention to detail, proficiency in Microsoft Office.

Qualifications: Preferred Bachelor's degree; High School Diploma or GED required; 1+ years of call center experience.

Location: Remote work available within the United States, with additional office locations in Leawood, Gilbert, and Burlington.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $35,000 - $50,000.

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.

WHAT YOU'LL DO

As a Customer Support Specialist for the Jones & Bartlett Learning brands, you will be responsible for responding to customer inquiries regarding the organization's products or services via phone, email, and or online chat. You will coordinate problem resolution with appropriate departments and inform customers of standard procedures or resolution of product problems on service issues. 

WHERE YOU’LL WORK

This position offers flexibility of remote work within the United States.

HOW YOU’LL SPEND YOUR TIME

• Provide prompt and effective responses to all incoming phone calls, emails, and live chats.
• Ensure timely resolution of all customer issues and concerns.
• Stay updated on the company's ever-changing range of products and services.
• Collaborate with internal teams to provide necessary support and assistance.
• Provide first level technical troubleshooting.
• Identify and report unusual inquiry trends or system issues.
• Fully document each interaction with customers.
• Able to follow schedule and quickly communicate when out of schedule parameters.

WHAT YOU'LL NEED

• Bachelor’s degree preferred. High School Diploma or GED Equivalent required.
• 1+ Year Customer Service experience in a call center environment.
• Comfortable with basic technical troubleshooting and device management
• A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues.
• Outstanding verbal and written communication skills, with a particular focus on telephone communication
• Exceptional attention to detail and a highly organized approach to tasks and responsibilities.
• Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks.
• Ability to keep up in a fast-paced environment.
• Technical troubleshooting ability.
• Ability to work 9-5:30 CST
• Openness to learning new policy, products, additional .

BENEFITS

• Flexible and generous paid time off
• Competitive medical, dental, vision and life insurance
• 401(k) employer matching program
• Parental leave
• Wellness resources
• Charitable matching program
• Hybrid work
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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