Salary $19 an hour job type full-time contract number of hires for this role 10+
High school or equivalent (preferred)
Windows: 1 year (preferred)
Tech support: 1 year (preferred)
Full job description
At riverside insights, we are a growth-focused business that is on a mission: to provide insights that elevate the potential of 1 billion lives by 2030Elevating potential is what we do, and research-based assessments and technology are how we do it.
The seasonal tech support specialist will join us for our back to school season (july - november) and be responsible for providing effective service and support to our customers by responding to inquiries via multiple channelsResponsibilities also include troubleshooting and providing solutions to a variety of questions from our customers.
Compensation: $19/hr with eligibility for bonuses based on performance Training start date: july 19, 2021
Deliver a “wow” experience to our customers, solving their problems and making their lives easier Respond to customer inquiries through a variety of channels, including phone, email, & live chatCustomer questions cover a wide range of topics from resetting their password to setting up test events, working through the tests, and pulling reports Uses basic remote support techniques and tools to provide product support Recognizes and escalates product related issues Promote customer self-help, by pointing them to multiple channels, i.eVideos, kb articles, faqs, etc. Work closely with other teams throughout the company, including customer service personnel, field representatives, and other departments. Supports field representatives with customer needsKeep sales reps informed of potential customers facing significant challenges. Participates in the problem management and escalation processes
What we’re looking for
Strong customer service focus – ability to work as part of a team in a busy, high volume support environment Excellent oral and written communication skills Any experience in troubleshooting hardware, software, and network issues Capable of working with multiple operating systems on various hardware platforms Willing to quickly act, research and problem-solve independently Flexible, ability to handle a variety of tasks during the workday Fast learner, can quickly get up to speed on various digital and online systems and to assist customers in using our products, many of which require advanced training Organized, does not let tasks slip through the cracks Always looking for ways to improve processes and communicate ideas clearly Flexibility of work hours between 7:00 am and 6:00 pm central time after training
Required: high school diploma Preferred: previous tech support and/or customer service experience, associates degree
Reliable computer with hard-wired, high-speed internet and ability to video call/ screen share Access to a quiet, professional workspace Dual monitors strongly recommended, but not required You will be asked to show internet speeds and computer specs/set-up during the interview process
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this workThis is not an exhaustive comprehensive list of all possible duties, tasks and responsibilitiesRiverside insights management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Riverside insights is an equal opportunity employer
Riverside insights provides 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.
About riverside insights:
Assessments play a critical role in unlocking a person’s true potentialActionable insights — derived from accurate, reliable and consistent data — create opportunities that help people thrive.
Through our proven portfolio of trusted and precise assessment solutions, riverside insights offers the clarity and perspective needed to create a meaningful impact at the state, district and individual levelsWe're dedicated to creating and providing a broad range of high-quality, time-tested professional testing products and services as well as delivering meaningful information that can enhance the lives of children and adults.
At riverside insights, we are fueled by a powerful mission: to provide insights that help elevate potentialThis stems from a core belief that every person should have the ability to understand their potential and be guided to the resources that enables them to realize that potential.
We aspire to enrich 1b lives globally by 2030 by providing insights born of research-based assessments to students, clinical patients, and employees/companies.
Elevating potential is what we do… and for over 80 years, developing and providing research-based assessments has been how we do itRiverside is one of the preeminent and most longstanding assessment developers/publishers nationally.
Riverside is a “purpose-fueled, values-led” company that is aligned behind a “peoplefirst” ethos and a set of 5 very important core values that guide who we work with, how we make decisions, and the standard that we hold ourselves to.
Diversity & inclusion:
Riverside insights strives for excellenceWe recognize that we must have the best people, and the best people are drawn from the broadest pool of applicantsThe people we need can be found only by looking across the full spectrum of race, color, religion, creed, sex, age, national origin, citizenship status, disability, qualified veteran status, genetic information, marital status, sexual orientation and gender identity.
For our firm to excel, all team members must feel that they are operating in an inclusive environment that welcomes and supports differences, and that encourages input from all perspectivesEvery riverside insights employee has the right to expect a workplace in which the richness of their lives and experience is welcomed and valued by their team and by the company.
Our employees always come firstTo continue providing our customers with the best service and solutions, our people must be diverseWe must be fully capable of dealing with different cultures in an informed and nuanced mannerExperience has shown us that we can best serve our customers interests by tapping the insights, talents, and judgments of a diverse workforceRiverside insights knows and understands that our diversity is critical to our competitive advantage.
Go to www.riversideinsights.com to learn more about our organization.
Come join our growing team and be a part of our mission help elevate potential globally!
Job types: full-time, contract
Pay: $19.00 per hour
Day shift Monday to friday
High school or equivalent (preferred)
Windows: 1 year (preferred) Tech support: 1 year (preferred)