Customer Support Specialist

Full Time
Remote
$28 - $33 an hour
Posted 30+ days ago
Job description

About Benetech

Benetech believes that equitable access to education is a human right. Our technology and services break down systemic barriers and empower all learners regardless of ability. Around the world, we partner with local communities to expand inclusive and equitable education opportunities. To date we have delivered more than 20 million accessible books helping over 1.5 million students, jobseekers, and adults to read, learn, and pursue their dreams. People at Benetech believe strongly in the mission, and we work hard to embody our Truths each day.

Attracting candidates from all backgrounds

Our users come from all kinds of communities, and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our organization stronger in delivering social impact. We encourage members of traditionally underrepresented communities to apply, including people of color, veterans, LGBTQ+ people, and people with disabilities.

The Opportunity

Bookshare seeks a Customer Support Specialist to add strength to the Customer Support team. In this position, you will make a difference in the lives of people who are supported by Benetech's nonprofit mission of using technology for social good to provide accessible content to people with print disabilities. As a technical member of the Customer Support team, you will serve as first-line support to our Bookshare customers (www.bookshare.org). This includes members, educators, and partnering libraries. You will work and collaborate across the organization to resolve technical issues and continually strive to improve the Bookshare member and educator experience.

Key Responsibilities

  • Provide service and support to internal and external customers via phone and email, managing and documenting member interactions using Salesforce

  • As part of a team, support over 900,000 global Bookshare members with varying technical skill levels with a broad range of technical and membership support requests

  • Assist educators with account management and technical support requests as they help students access and use Bookshare

  • Analyze existing accounts, check for errors, anomalies, and otherwise monitor the overall data integrity of membership databases

  • Support members with desktop, Web, and mobile applications that are used to access Bookshare content

  • Guide members and educators in the use of assistive technology hardware and software to access Bookshares service offerings

  • Work collaboratively to share insights with internal outreach and training teams, product managers, engineers, and other departments across Benetech

  • Test new Bookshare software and product releases, planning for impact on members from a support viewpoint

  • Update and create Help documentation that supports members with the use of Bookshare products and features

Qualifications and Core Competencies

  • Required:

    • Have a spirit for learning

    • Adaptable: able to work independently and collaboratively within the team and across departments, communicating complex and technical information verbally and in writing to all levels of the organization and to customers

    • Flexible: gracefully respond to changes and information updates

    • Excellent problem-solving and critical thinking skills: you are a proactive part of the solution

    • Elevated attention to specific and complex details that are presented over the phone and in writing

    • Demonstrated competence with office software tools such as Microsoft Office, Salesforce, Jira, or Slack

    • Familiarity with, and willingness to learn, assistive technology, such as screen readers (JAWS, NVDA, VoiceOver), refreshable Braille displays and stand-alone notetakers, Bookshare-specific applications, mobile reading applications (Dolphin Easy Reader, Voice Dream Reader)

  • Preferred:

    • Familiarity with CRM platforms to track and manage a high volume of support and membership requests

    • Can maintain detailed record-keeping and high standards of accuracy in data entry

    • Able to prioritize deadlines by urgency and importance

    • Strong interest in mission-driven organizations and the communities we serve, including people with disabilities

Travel Obligations

None


Please include your resume along with a cover letter that explains why you want to work with Benetech and why you are a good fit for this position.

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