Customer Support Representative [Contract]

As a Customer Support Representative at Clever, your main responsibilities will include independently managing a high volume of customer support requests via phone and email, collaborating with District Administrators and Application Partners to resolve product issues, and employing analytical skills to troubleshoot system features. You'll also participate in internal documentation efforts and share knowledge with the team to enhance overall support.

To qualify for the Customer Support Representative position at Clever, candidates should have experience in fast-paced customer-facing roles, excellent communication skills, and a passion for solving technical problems. Familiarity with data imports, SSO, or tools like Salesforce is a plus, along with a commitment to equity and belonging in education.

Clever’s onboarding process for Customer Support Representatives is robust and spans three weeks. During this time, you will receive comprehensive training on Clever’s products, customer support procedures, and ongoing professional development. Post-onboarding, you will enter a Quality Assurance program to continuously enhance your skills and support your growth.

Clever ensures a positive customer experience in the Customer Support role by prioritizing friendly, fast, and personalized support. The team emphasizes collaboration and sharing best practices to address customer concerns effectively, while also utilizing analytical problem-solving to meet the needs of educators and students successfully.

The Customer Support Representative position at Clever offers flexible work schedules, with shifts available from Monday to Friday. You can choose from different time slots, including 7am - 3:30pm ET, 9am - 5:30pm ET, 7am - 3:30pm PT, and 9am - 5:30pm PT. Additionally, during peak periods, there may be opportunities for overtime.

When answering this question, highlight your previous customer support roles and your responsibilities in managing customer inquiries. Discuss specific instances where you resolved issues successfully and how you ensured customer satisfaction, showcasing your problem-solving abilities.

Articulate your method for assessing the urgency and importance of each request. You could mention techniques like categorizing requests based on priority levels and deadlines, demonstrating that you are equipped to manage high-volume support effectively while ensuring urgent issues are handled promptly.

Share an example of a challenging customer interaction you’ve faced. Describe how you empathized with the customer, actively listened to their concerns, and implemented a solution while maintaining professionalism and composure. This will highlight your customer service skills and ability to manage pressure.

Discuss your approach to simplifying complex technical concepts. You might reference the use of relatable analogies, visual aids, and ensuring that your communication is tailored to the audience. This shows your ability to bridge tech-savvy concepts for diverse stakeholders.

Talk about the tools and methods you use to keep track of requests, such as ticketing systems or to-do lists. Mention your ability to manage your time effectively and remain calm when faced with a backlog, emphasizing your commitment to delivering timely support.

Here, you should share any past experiences or interest in EdTech products, specifically Clever. Highlight how you’ve engaged with such technologies, showing your passion for the sector and your eagerness to learn more about Clever’s offerings.

Reflect on your intrinsic motivations for helping others and being part of a supportive team. You might emphasize how you derive satisfaction from resolving customer issues and the joy of contributing to their success, linking it back to the mission of Clever.

Discuss your proactive approach to professional development, such as attending workshops, seeking feedback, and engaging in learning opportunities offered by Clever. Highlight your commitment to growth and how you plan to stay current in the support field.

Explain your problem-solving approach when faced with ambiguity, including asking clarifying questions, collaborating with team members for insights, and documenting learnings for future reference. Your answer should reflect your adaptability and willingness to seek solutions.

Convey your alignment with Clever’s mission of connecting students to learning experiences. You could share personal anecdotes or values that resonate with the company’s goals. Demonstrating genuine interest in the position and the organization is crucial.