Customer Support

BrainWare Learning Company

Customer Support Associate
Reports to the president/ Chief Operating Officer

This role is the first point of contact for customers seeking help and information. The primary goal will be to resolve any issues customers may face with professionalism and patience. This role demands a high level of product knowledge, as well as excellent communication skills to ensure that customers feel valued and supported.
Responsibilities
• Provides timely and accurate customer support via phone, email, live chat, or social media.
• Troubleshoots and resolves customer issues and complaints with the aim of increasing satisfaction.
• Documents and tracks customer issues, including feedback and resolutions.
• Collaborates with other team members and departments to find solutions for customer concerns.
• Contributes to the development and improvement of customer support processes and policies.
• Supports customers who are school administrators and teachers, as well as parents of children enrolled in our of our cognitive assessment and training programs.
• Sets clients up in our software programs, creates weekly or biweekly reports for families and schools on their students’ progress.
• Tracks data on customer inquiries, customer set-ups and other metrics.
• Works collaboratively with the president, the operations coordinator and the director of cognitive coaching to ensure the highest level of support for our clients.
Skills
• Will know or learn to use software programs including:
o Claritysoft (CRM)
o Brevo (CRM/Bulk email)
o Office365
o Admin portals for proprietary cognitive assessment and cognitive training programs (BrainWare SAFARI and Mindprint)
• Basic understanding of the products and services being supported (training provided).
• Ability to navigate and troubleshoot common computer software and hardware issues.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
• Strong problem-solving skills and the ability to think on one’s feet.
• Patience and the ability to manage stress, especially in handling difficult situations.
• Good time-management skills and the ability to prioritize work effectively.

In addition to providing a resume, as part of your application, visit Click to view/cognitive-skills/cognitive-skills-definitions/. Choose one skill that you think is a strength and how it helps you in your work. Choose one skill that is weaker and how you manage so that you can still be successful.

Please note that this role needs to be available during our standard business hours, Monday through Friday from 9 a.m. to 5 p.m. CENTRAL TIME in the U.S.