Customer Support Specialist

As a Customer Support Specialist at Kognity, your primary responsibilities include responding to incoming support tickets via chats and emails, supporting school onboarding, managing accounts, and assisting with integration requests. You will also collaborate with internal teams to resolve any underlying issues, ensuring a smooth operation for our educational clients.

To qualify for the Customer Support Specialist position at Kognity, you should have at least 2 years of experience in Customer Service and SaaS, proficiency in MS Office, Excel, and Google Sheets. Strong written communication skills in both English and Spanish are essential, along with a customer-centric approach and basic understanding of integration logic.

The onboarding process for schools at Kognity involves uploading accounts, managing classes, completing integration requests, and providing support calls with school representatives. As a Customer Support Specialist, you will play a vital role in this process, ensuring schools have a seamless transition to our platform and maximizing their educational impact.

Kognity fosters a collaborative culture where Customer Support Specialists are encouraged to drive customer value and take ownership of their tasks. With a strong emphasis on transparency and accountability, you will work with a passionate team dedicated to enhancing the learning experience globally.

Kognity is committed to the professional development of its employees. As a Customer Support Specialist, you will have access to resources and opportunities for continuous learning and advancement within the company. This role serves as a solid foundation to explore various career paths within the EdTech sector as you grow with us.

When answering, highlight your specific roles and responsibilities in previous positions, particularly those relevant to SaaS. Emphasize your skills in troubleshooting, resolving issues, and customer communication, as well as your understanding of the technology that underpins SaaS products.

Discuss your methods for prioritizing queries, such as assessing urgency and importance. Explain how you stay organized and efficiently manage your workload to ensure timely responses to all customers.

Mention any specific tools you've used, such as Intercom, Zendesk, or similar support ticket systems. Highlight your proficiency in these tools and how they contributed to your ability to provide effective customer support.

Share your approach to managing difficult customers by demonstrating empathy, active listening, and conflict resolution skills. Provide examples of how you've successfully deescalated situations and maintained customer satisfaction.

Explain your structured approach to onboarding, including communication with clients, gathering necessary information, and providing resources for a successful setup. Mention any follow-up methods you implement to ensure ongoing support.

When answering, share a specific example that showcases your dedication to customer satisfaction. Describe the situation, the actions you took, and the positive outcome that resulted from your efforts.

Discuss the importance of having a customer-centric mindset, strong communication skills, and a genuine desire to help. Explain how these qualities contribute to success in effectively resolving customer issues and building relationships.

Talk about your strategies for maintaining motivation, such as focusing on the positive impact you have on customers, setting personal goals, and leaning on team support. Highlight your resilience and passion for helping others.

Demonstrate your knowledge of Kognity's mission and values, and express your enthusiasm for being part of an EdTech company that's committed to educational innovation. Share how your background aligns with Kognity's objectives and the impact you wish to make.

If applicable, provide examples of how you've effectively communicated in both languages within professional settings. Discuss how these skills enable you to serve a diverse customer base and enhance your performance as a Customer Support Specialist.