Customer Support Specialist - Healthcare Workforce Solutions (HWS)
We Impact Lives Through Purpose-Driven Work in A People First Culture
Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.
Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.
We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.
Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.
WHAT YOU’LL DO
The Customer Support Specialist is responsible for responding to customer inquiries regarding the organization's products or services via phone, email, and/or online chat. The role coordinates problem resolution with appropriate departments and informs customers of standard procedures or resolution of product problems on service issues.
WHERE YOU’LL WORK
This position offers flexibility of remote work within the United States. This position will cover the 9am-6pm CST hours with some Saturdays as well.
HOW YOU’LL SPEND YOUR TIME
- Provide prompt and effective responses to all incoming phone calls, emails, and live chats.
- Ensure timely resolution of all customer issues and concerns.
- Stay updated on the company's ever-changing range of products and services.
- Collaborate with internal teams to provide necessary support and assistance.
- Provide first level technical troubleshooting.
- Identify and report unusual inquiry trends or system issues.
- Fully document each interaction with customers.
- Able to follow schedule and quickly communicate when out of schedule parameters.
WHAT YOU’LL NEED
- High School Graduate/GED Equivalent. Bachelor’s degree or equivalent preferred.
- 1+ Year Customer Service experience in a call center environment.
- Comfortable with basic technical troubleshooting and device management
- A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues.
- Outstanding verbal and written communication skills, with a particular focus on telephone communication
- Exceptional attention to detail and a highly organized approach to tasks and responsibilities.
- Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks.
- Ability to keep up in a fast-paced environment.
- Technical troubleshooting ability.
- Openness to learning new policy, products, additional responsibilities.
BENEFITS
- Flexible and generous paid time off
- Competitive medical, dental, vision and life insurance
- 401(k) employer matching program
- Parental leave
- Wellness resources
- Charitable matching program
- Hybrid work
- On-site workout facilities (Leawood, Gilbert, Burlington)
- Community outreach groups
- Tuition reimbursement
Fostering A Sense of Belonging
We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.
About Ascend Learning
As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.
Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.
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As a Customer Support Specialist for Healthcare Workforce Solutions at Ascend Learning, you’ll have the incredible opportunity to impact lives through your daily work. Imagine working in a dynamic environment where your commitment to customer service is at the core of everything we do! Whether you're responding to inquiries via phone, email, or live chat, your primary role will be to provide timely and effective support to our customers. With a flexible remote schedule covering 9 am to 6 pm CST and the occasional Saturday, we prioritize work-life balance. You’ll be the voice of our brand, guiding customers through resolutions with professionalism and empathy. In this role, you'll stay updated on our ever-evolving array of healthcare education products and services, collaborating with internal teams to ensure customer success. Your knack for problem-solving will shine as you provide technical troubleshooting and meticulously document each interaction. At Ascend Learning, we truly value a culture that promotes collaboration and innovation, and we’re looking for someone who embodies those values. If you're ready to support healthcare professionals and educators while fostering a sense of belonging and community, come join us and take the next step in your career with a company recognized for its diverse and inclusive workplace!
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