Customer Support Representatives (CONTRACT)

Customer Success - Mountain View, CA - Contracted

About Study.com

Study.com is the fastest-growing collection of lessons, articles, homework help resources, and courses on the Web. Our resources help a diverse audience do everything they need, including learn and practice elementary subjects, tackle tough homework problems, earn college credit, gain career skills, and more.

About Our Customer Support Representatives (Remote)

We’re looking for a Customer Support Representative who can provide prompt, friendly, and helpful responses to our users over email and phone. Our ideal remote customer support representative is creative, collaborative and responsive. You’ll answer user questions like:

  • How can I earn credit on Study.com?
  • Can you help me change my subscription information?
  • How do I assign lessons to my students?

Questions include subscription and billing help, tech support, website navigation guidance, and more.

Responsibilities:

  • Provide clear and helpful support to Study.com users by phone and email
  • Escalate time-sensitive and high-impact issues to in-house team as needed
  • Stay informed of Study.com’s latest developments to provide accurate information to users

Qualifications:

  • Experience in a customer support role, particularly providing customer support over the phone
  • Excellent spoken and written communication skills
  • Ability to work quickly with high attention to detail
  • Availability to work weekends.
  • Passion for Study.com’s mission to make education accessible to everyone, everywhere
  • Availability to work a minimum of 25 hours per week

Perks

  • Work from home
  • Flexible schedule; set your own hours
  • Full access to Study.com courses for you and your family
  • Compensation starts at $15 per hour

Benefits

This position will be payrolled through TargetCW. TargetCW will include the following benefits in their package.

  • Comprehensive medical, dental and vision plans, minimum of 30 hours/week to be eligible
  • 401(k) retirement plan, no minimum hours/week required for eligibility
  • Paid Time Off, paid based on average amount of hours per week
  • Holiday pay, based on average amount of hours per week
Apply: Customer Support Representatives (CONTRACT)
* Required fields
First name*
Last name*
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Resume*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
What’s your citizenship / employment eligibility?*
LinkedInLinkedIn profile URL:
What does good customer service mean to you?*
How do you help customers in your current role?*
What are some companies that you think provide great customer service? Why?*
Please briefly explain your qualifications for answering customer questions. In what capacity (phone/email/in person) have you provided customer service.*
Would you be able to dedicate a minimum of 25 hours per week to this role, including at least 4 weekend hours and at least 5 hours per week during Study.com's business hours of 8-5 pacific time?*
What do you view as the biggest challenge when providing remote, email, customer service? How do you overcome that challenge?*
Many of our questions are from users who are seeking information about a specific topic. When this happens, our goal is to send them an email response that immediately gives them related information.

Using Study.com (http://study.com/academy/course/index.html) as a resource, please answer the following user question: “I’m studying William Shakespeare in class. What sort of information does Study.com have on him?”

Your response should include relevant links to courses and lessons. Please give us the exact response you would send to the user.*
You will be given a set of instructions for answering customer questions. This will be a resource that you, and not the customers, will have access to and it will be used to help you answer questions through email.

If you received an email request that is not covered in those instructions, what first step would you take? Please explain your reasoning.*
Below is a sample user question and two possible pre-written responses you could send to answer their question. Please use these pre-written responses, and your knowledge of the site, to answer the users question(s).

User Question: “I just created an account, I want to check it out for the trial but I’m not sure when I will be charged. Also, I have the Teacher Edition membership, is this the correct membership for sharing lessons with my students?”

1st Pre-written response: "Thank you for reaching out to us. That’s a great question! No, your card will not be charged during your free trial period. The trial is completely free, and you can cancel at any time during this period to avoid being charged. Your account will only be charged for the monthly subscription if the account remains active past the 5 day free trial period."

2nd Pre-written response: "Thank you for reaching out to us here at Study.com. That's a great question! We have a few different memberships at a variety of price points that might fit your needs depending on what you are hoping to do. We also have a Teacher's Edition plan if this applies to you. Our Teachers Edition membership includes all Premium Edition features as well as the added ability to be able to share these lessons with students via email and receive feedback and quiz scores via email in response, which is ideal for teachers who want to incorporate Study.com lessons into their lesson plans. You can learn more about using Study.com in your classroom here. Here is a link for more information on all our membership plans: https://study.com/academy/plans.html"*
Human Check*