Virtual Assistant – Customer Support

BrainWare Learning Company

Virtual Assistant and Customer Support

This role will support the president of the company in a variety of tasks, from fielding inquiries that come in from the website and through our toll-free number to schools and/or families that use our products and services.

This role in involved in every phase of our client’s experience with us. This role demands a high level of product knowledge, as well as excellent communication skills to ensure that customers feel valued and supported. We are experts in the science of learning and our services transform the learning capacity of the clients that we work with.

Responsibilities:
• Supports the president with tasks related to the support that we provide for customers, from program implementation through to analysis of the impact on students/children.
• Provides timely and accurate customer support via phone, email, live chat, or social media.
• Updates our Customer Relationship Management (CRM) system with information from multiple sources when prospects book calls with one of our learning advisors.
• Troubleshoots and resolves customer issues with the aim of increasing satisfaction.
• Creates a variety of reports for school and/or family clients.
• Contributes to the development and improvement of customer support processes and policies.
• Supports the president and COO in analyzing data on improvement in students’ cognitive skills and other measurements.
• Organizes client interviews and manages interview recordings.

Skills:
Will know or learn to use software programs including:
• Claritysoft (CRM)
• Brevo (CRM/Bulk email)
• Office365
• Admin portals for proprietary cognitive assessment and cognitive training programs (BrainWare SAFARI and Mindprint)

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.
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. IF YOU DO NOT INCLUDE THIS INFORMATION IN YOUR APPLICATION, WE WILL NOT CONSIDER YOU FOR THIS ROLE.

In addition, include a short description of how you learn best.

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.