Customer Support Specialist

Job Description

What we do

KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care. Hundreds of agencies in the publicly funded child care sector use KinderSystems applications via the cloud or mobile devices to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve.

What you’ll do with us:

As a Customer Support Specialist with KinderSystems, you will provide high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. We are looking for candidates that are enthusiastic about caring for our clients. This position requires strong attention to detail and a customer-focused mindset. Our Support Center is open from 7am-1am EST, and we are looking to fill multiple shifts during these times. 

At this time, we are hiring shifts that start at either 6am central time, or 10:30am central time.  The first four weeks of employment will be in training, which may start between 7am-9am central time.  New hires must be able to be flexible in their work schedule for the first 4 weeks. 

Responsibilities and Duties:

• Answering telephone calls, emails, and chats in a fast-paced call center environment
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues to management
• Utilize knowledge base and training to answer customer questions accurately
• Answer telephone calls promptly and in a polite and professional manner
• Train end-users on how to use company software products and systems
• Help meet customer Service Level Agreements (SLAs)
• Attend meetings and training and review all new training material to stay up to date on changes
• Ensure first call resolution through problems solving and effective call handling
• Occasional travel may be required (for conferences or to visit customer sites)
• Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
• This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions

Who you are:

• Bilingual, including written and verbal communication is preferred
• Experience working in a support center, preferably SaaS
• Experience within the childcare industry, preferable experience within a subsidized childcare program
• Experience with KinderSystems software is a huge plus!
• Strong interpersonal, writing, and verbal communications skills are essential
• Excellent troubleshooting skills are vital
• Teamwork is necessary
• Education and experience in customer handling skills are highly desirable
• Experience with CRMs
• Experience with Microsoft Word, Outlook, and Excel is required
• Three or more years of on-the-job technical writing, training, or education experience is preferred
• The ability to travel locally/nationally for up to a week at a time is required

 What We Offer

• The ability to work from anywhere in the United States
• Starting pay $20/hr, depending on experience
• Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
• 401(k) retirement plan, with company match
• Paid company holidays and generous PTO
• Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.

KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire.