Customer Support Representative (Part-Time)

This is a remote customer support role focused on providing high-quality assistance for education technology products within the Embrace EdTech Group, serving students, schools, and districts in North America.

Location: Remote

Responsibilities

• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
• Demonstrates proficiency in brand voice, product knowledge, and common issues
• Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively
• Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment
• Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
• Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures
• Assist with outbound customer outreach and special projects as needed
• Resolves high-volume requests with speed and accuracy.
• Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

Requirements

• High school diploma or equivalent required, preferably a bachelor's degree or additional education or training a plus
• At least 1 or more years of customer service experience, preferably supporting software or SaaS solutions
• Knowledge of Freshdesk or similar ticketing systems preferred
• Comfortable using multiple web-based systems simultaneously
• Familiarity with AI-assisted tools for response drafting, ticket tagging, or knowledge retrieval a plus.
• Comfortable Knowledge of customer services ethics, principles, and procedures
• Proficiency in administrative and documentation procedures
• Reliable, with strong time management and accountability

Benefits

• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.

Additional Information

• This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.