Aspen Publishing

Customer Service Tier 1 Support Specialist

Customer Service - Burlington - MA, MA - Full Time


Aspen Publishing is seeking Customer Service Tier 1 Support Specialist to be a part of our growing Support team. Preference will be given to Dallas based candidates who can work in the UWorld Dallas Office in tandem with their Customer Service Team; we will also consider Boston based candidates to work in our Burlington, MA office with a hybrid schedule; or remote candidates.  Ideal candidates will be available to work a 10 AM - 7 PM Eastern schedule Monday – Friday and be available to work intermittent Saturdays to support the JD-Next Exams. You will work with cross-functional stakeholders as you play a key role in ensuring a positive support experience for customers, resulting in high retention rates and customer satisfaction.  We are looking for a Customer Service Tier 1 Support Specialist who is passionate about providing an amazing customer experience – is that you?

TITLE: Customer Service Tier 1 Support Specialist
REPORTS TO: Senior Customer Support Specialist
DEPARTMENT: Customer Service
FLSA STATUS: Non-Exempt
LOCATION: Dallas, TX, Burlington, MA, or Remote
RANGE: $58.1K MIN / 72.2K MID / $87.9K MAX

POSITION SUMMARY: Responsible for assisting customers with issues or questions related to our JD-NEXT products, services, and platforms; Working closely with both the Customer Service, JD-NEXT, and Digital teams to ensure world-class customer service is provided to all customers; Interfacing regularly with product managers to stay up to date with enhancements and trends. Required to work a 10 AM - 7 PM Eastern schedule Monday – Friday and be available to work intermittent Saturdays to support the JD-Next Exams.

KEY RESPONSIBILITIES
  • Learn the JD-NEXT products and services that Aspen Publishing offers
  • Stay up to date with products and platforms
  • Provide troubleshooting support- identifying, investigating, and resolving user problems; creating tier 1 Zendesk tickets, and escalating tier 2 when necessary
    • This includes Saturday & Evening Hours support for the JD-Next Exam
  • Collaborate with product managers and developers to research and resolve problems
  • Maintain eCommerce products and general eCommerce functions
  • Manage multiple requests and prioritize tasks; multi-task efficiently and effectively
  • Escalate unresolved issues to management daily
  • Provide proactive customer outreach via phone call
  • Develop and document trends, best practices, and review weekly with our internal team
  • Other duties as assigned

QUALIFICATIONS:
  • Bachelor’s Degree in business or related field preferred
  • 2-3 years of customer service or technical support experience including both direct and indirect customer support
  • Project management experience
  • Excellent prioritization, multitasking, organizational, and time management skills
  • Liaising between internal and external groups
  • Executing plans on time and with quality
  • Troubleshooting and problem solving
  • Working with individuals at all levels of the organization
  • Excellent verbal and written communication skills, English required
  • Proficiency with Microsoft Office (PowerPoint, Outlook, Excel, Word, Zoho) and web browsers
  • Demonstrated ability in working independently and as part of a team
PHYSICAL REQUIREMENTS:
  • Normal Office Environment
  • Ability to sit for extended periods of time
  • Ability to work on computer for extended periods of time
  • Ability to listen and speak carefully while interacting with others
  • Ability to lift up to 10 pounds occasionally
ABOUT US: Aspen Publishing is a leading provider of educational content and digital learning solutions to law schools in the US and around the world. Aspen provides best-in-class solutions through authoritative textbooks, written by renowned authors, and breakthrough products such as Connected eBooks, Connected Quizzing, PracticePerfect, and JD-Next.

The salary range provided is a good faith estimate representative of all experience levels. Aspen considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

In addition to competitive compensation, we offer a wide array of benefits including your choice of health and dental plans, generous paid time off and holidays, 401k with employer match, and an array of voluntary programs to cover all of life’s eventualities, from accidents, to critical illness, to pet insurance.
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