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Customer Service Agent

1 hour, 56 minutes ago
United States
Full-time
Entry Level
Customer Support
Customer and Technical Support
Apply Now
Riverside Insights

Riverside Insights

Riverside Insights empowers educators and individuals with research-based assessments to unlock true potential and elevate learning from childhood to adulthood.

Diversified Consumer Services
51-250
Founded 1979
View All Jobs 6

Description

  • Resolve assigned customer support tickets within service-level agreements by prioritizing urgency and following resolution timelines.
  • Maintain steady daily ticket throughput while delivering positive, solution-focused support.
  • Adhere to assigned schedules and provide coverage for priority contact channels during peak hours.
  • Educate customers on platform features, updates, and best practices, translating technical information into clear next steps.
  • Guide customers toward ecommerce ordering and promote self-service options.
  • Review quality assurance feedback and apply improvements to maintain strong quality scores.
  • Document tickets accurately and completely so internal partners have the full context needed.
  • Participate in team and business unit meetings and contribute to a collaborative support culture.
  • Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

Requirements

  • Prior call center or customer service phone experience.
  • Strong professional communication skills, both oral and written.
  • Ability to multitask across systems, channels, and customer issues without losing accuracy.
  • Ability to meet deadlines and consistently hit daily ticket and coverage targets.
  • Proficiency with computers and standard support tools.
  • Reliable home internet with strong speed and stability for sustained phone and ticket work.
  • Strong time management, prioritization, and attention to detail.
  • Openness to QA feedback and a track record of acting on it.
  • Experience supporting customers in an education, edtech, or assessment-platform environment is preferred.
  • Familiarity with ticketing platforms such as Salesforce Service Cloud, Zendesk, or similar is preferred.
  • Experience guiding customers toward self-service or ecommerce purchasing options is preferred.
  • Comfort explaining technical platform features in plain, customer-friendly language is preferred.
  • Ability to travel 1–2 times per year for off-site team meetings or conferences.
  • Ability to remain in a stationary position, sitting or standing, for extended periods.

Benefits

  • Medical, dental, and vision insurance.
  • Company-paid basic life and AD&D insurance.
  • Company-paid long-term disability coverage.
  • Paid parental leave.
  • Supplemental life insurance options.
  • Company-paid Employee Assistance Program (EAP).
  • Retirement plan with discretionary company matching.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
  • Premium Calm subscription for employees and dependents.
  • 33 days of company-paid time off, including PTO, holidays, and wellness days.
  • Flexible work arrangements.
  • Tuition reimbursement program.
  • Company orientation and 30/60/90-day onboarding.
  • Hourly compensation of $20–$21 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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