Customer Support Specialist

We're building a movement - an education revolution. We're building a world where anyone, anywhere can have access to the best education regardless of where they were born. At our core, we believe education is a right, not a privilege. To that end, we're building a company and a suite of products to lead the charge in transforming access to education.

ApplyBoard is an online platform that empowers students around the world to access the best education by connecting international students, recruitment partners, and academic institutions. We simplify the study abroad search, application, and acceptance process. Not only do we help students with their study abroad journey, but we also help academic institutions to find the best students globally. Our goal is to help enable better, more diverse, schools that are enriched with cultures from all over the world.

The Opportunity:

Reporting to the Customer Support Team Lead, the Customer Support Specialist responds to general inquiries from Students and Recruitment partners about application process and status. Inquiries may come through channels such as live chat, whatsapp, phones and email. They will use ApplyBoard software and documentation to answer all questions in a timely manner.

Secondary tasks include sorting and delegating emails and work assignments to the proper department for handling, and writing knowledge base articles to help resolve future general inquiries more efficiently.

A+ Customer service, communication and writing skills are primary strengths required for the Customer Support Specialist position. Candidates must possess strong critical thinking skills to interpret client questions and respond appropriately. Knowledge of the student application journey will be developed through training and work experience..

What you'll be doing every day:

• Responding to general inquiries received through various channels (ie. chat, email, phones, etc)
• Sort and delegate all emails to corresponding departments & colleagues to ensure effective application processing
• Writing knowledge base articles for a client audience
• Communicate with students, recruitment partners and staff to help fulfill student applications
• Collaborating with internal partners to complete the student application
• Share customer feedback and insight to help improve work processes and customer experience

What you bring to the table:

• Associate or Bachelor degree preferred
• 1-3 years customer service experience
• Experience providing customer support using chat or phone is a recommended asset
• Strong writing and editing skills
• Independent worker with strong problem solving skills
• Experience with Google Suite software
• Someone who thrives in a collaborative, teamwork environment
• Can prioritize tasks with an attention to detail and accuracy
• Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures
• Excellent interpersonal skills and verbal and written communication skills
• Shifts vary between 7:00am - 7:30 pm