Customer Service Digital Support Representative
The Role
As the Customer Service Digital Support Rep at Capstone, you would be responsible for providing technical Customer Service support to our customers who are using Capstone digital products and services. You will support teachers and librarians and would work with renewals of digital subscription products, new school set ups, updating fields in Salesforce, and processing orders. We welcome applicants with any background in education. The ideal candidate will have classroom experience with classroom apps such as Google Classroom.
Our Customer Service Digital Support Rep would primarily plan to work hybrid out of our Corporate Office in North Mankato, MN.
Why You’ll Want To Join Capstone
Your work will directly impact an innovative company whose mission is to improve the educational experiences of children and the educators who serve them. Capstone is a fast-paced growth company committed to cultivating a love of reading and learning. We know that Learning is for Everyone.
For over 30 years, Capstone has been a national leader in K-5 educational content including digital products (PebbleGo, PebbleGo Next, Capstone Interactive, Capstone Connect) and award-winning books. We combine a passion for helping foster a powerful love of reading and learning with the talent to create amazing content.
We are a mission-driven company that provides opportunities for professional learning and development and a culture of inclusion and belonging.
YOUR RESPONSIBILITIES
Customer Support
• Trouble shoot and resolve problems of internal and external users of the Capstone products.
• Provide direct customer assistance as needed and via multiple channels, such as telephone, email, chat, webinar, and social media.
• Process orders and returns in an accurate and efficient fashion.
• Use a secure lab with end user configuration to diagnose and replicate end user technical issues.
• Support product integrations with partners and 3rd party providers.
• Use and maintain a technical knowledge base.
Communication & Collaboration
• Provide support to the Capstone sales team members.
• Provide training to team members as able.
• Facilitate internal and external communication on issues and events as needed.
• Participate in the ongoing development of strategic operational processes such as Knowledge Management, Change Management, Incident Management and other best practices.
• Ensure timely escalation of issues to appropriate groups as needed.
• Communicate needed feedback and information to customers, partners, and other Capstone teams in a timely manner.
• Utilize a ticketing system to accurately track all customer incidents and requests
• Complete additional assigned duties on a timely, professional basis.
Education, Experience, and Skills desired:
• 2-yr degree in computer science or related field - or equivalent experience.
• Experiences with SSO’s, Clever, Classlink, Google Classroom.
• Experience supporting international partners and customers.
• Experience working in a service-related function for a technical product.
• Troubleshooting web-related products on both PC and Mac, including various web browsers (Chrome, Edge, Safari, Firefox, etc.)
• Resolving connectivity and network issues.
• Experience with spreadsheets and databases.
• Excellent customer service skills.
• Must have excellent communication skills and the ability to communicate technical information in an easy-to-understand manner.
• Must be a self-starter.
• Ability to handle constantly changing flow of traffic, remain productive during slower times and multitask effectively during busy times.
• Exercise patience and professionalism during stressful situations.
• Be a good decision maker.
• Have ability to thrive in a fast-paced environment.
• Have a positive attitude.
Travel Requirements
Approximately 5% travel may be required in the future.
Diversity & Inclusion
Capstone embraces diversity, inclusion, equal opportunity, and belonging for all employees and applicants. We are an Affirmative Action and Equal Opportunity Employer. As such, we welcome applicants of diverse races, ethnicities, geographic origins, gender identities, ages, socioeconomic backgrounds, sexual orientations, religions, work experience, physical and intellectual abilities, and financial means. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to hrservices@capstonepub.com.
Pre-Employment Background Check Required
Book and Periodical Publishing
Customer Service
Full-time