Technical Customer Success Specialist (Hybrid)

Instructional Empowerment (IE) is a dynamic forward-thinking educational organization committed to providing teachers and leaders with the tools and skills needed to impact generational poverty through core instruction. We work with schools all over the nation to implement evidence-based solutions that empower students, teachers, and leaders.

Instructional Empowerment offers 100% EMPLOYER PAID MEDICAL/DENTAL/VISION INSURANCE, 401(K) with company match, 15 days starting PTO given up-front and many more amazing benefits. Plus, we offer an extensive training plan to ensure you are fully prepared to bring your best foot forward!

We are seeking a Technical Customer Success Specialist who will be responsible for guiding our customers from the point of their purchase of solutions/products and service through IE's tech product fulfillment.

You will be accountable for the successful implementation and delivery of all Instructional Empowerment's technology solutions/products. This requires establishing and maintaining excellent relationships with customers, and all key IE stakeholders.

You will be expected to learn and understand products and solutions, participate in kickoff meetings, ensure adherence to necessary timelines, and monitor the overall flow of work from initiation to completion. You must demonstrate an eagerness to excel, have good organization and communication skills, be a team player, exercise sound judgment, possess critical thinking skills, and be customer success focused.

You will focus your time on proactively nurturing the customer relationship, ensuring the accuracy of technology product configuration and customer satisfaction. This is a role that provides direct Customer Support and is based in our Blairsville, PA office.

We need an experienced Technical Customer Support Specialist with:

• Two years of relevant work experience providing excellent Customer Service; bachelor's degree preferred.
• Proven success collaborating with internal and external customers.
• Demonstrated success in displaying accuracy and attention to detail.
• Demonstrated success in creating, following, and sharing efficient processes.
• Strong communication skills, verbal and written (including phone, email, virtual conferencing, and active listening).
• Ability to multitask, prioritize, and manage time effectively.
• Demonstrated success working in both self-directed and team-directed environments.
• Experience adapting well to change.
• Experience both providing and receiving performance feedback.
• Computer literacy and proficiency, specifically with Microsoft Suite.
• Must be able to exercise sound judgment.
• Proactive work ethic with the ability to recognize and raise risks.

Who can perform these key responsibilities:

• Serve as the liaison between the customers and other departments within IE.
• Consult with customers after purchases to implement products/solutions according to timeline.
• Have a customer success mindset when working with customers.
• Work with other departments to resolve customer issues and opportunities.
• Nurture relationships with customers and provide the tools they need to be successful.
• Learn and maintain organization product knowledge.
• Resolve product/solution issues with customers.
• Provide guidance and best practices to help customers help themselves.
• Assist with administrative work to meet the needs of the business and customer.
• Maintain customer account information and databases.
• Escalate technical issues when needed and manage technical support queue.
• Proactively identify process gaps and contribute solutions for closing those gaps.

Where & when you'll work:
This is a full-time hourly position. We employ a hybrid model for this position where you can telecommute some days while on other days work will be performed in the Blairsville, PA office. Business hours are Monday through Friday from 8:00a - 5:00p EST time. There may be times when early morning/evening/weekend work is necessary to meet the needs of the internal and external customer.

Benefits Package:

• 100% paid medical/dental/vision/LTD/STD/Life (Employee & Dependents)
• 15 Days PTO given upfront in your first year
• 8 Paid Holidays + 2 Floating Holidays
• 401K plan - 4% company match
• Exceptional Onboarding Process
• And many more benefits

Want to learn more about Instructional Empowerment?

• Visit our website at: www.instructionalempowerment.com
• Follow us on Facebook
• See what our employees have to say Glassdoor
• Like us on Instagram

EEO Statement
Instructional Empowerment provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, age, sex, gender identity or expression, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. 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.