About Company
Capstone Interactive is a leading provider of educational content and technology solutions, dedicated to empowering K-12 students and educators with engaging and accessible learning experiences. Based in the vibrant field of educational publishing and e-learning, we specialize in creating diverse and inclusive resources, including interactive eBooks, digital curriculum, and innovative reading programs. Our mission is to foster a love of reading and learning, helping young minds develop critical skills for lifelong success. We pride ourselves on a culture of innovation, collaboration, and a deep commitment to educational excellence. Joining Capstone Interactive means becoming part of a passionate team that believes in making a tangible difference in the lives of students across the globe. We value creativity, continuous improvement, and a supportive environment where every team member can thrive and contribute to our overarching goal of transforming education for the next generation.
Job Description
We are seeking a highly motivated and empathetic Customer Support Specialist to join our remote channel team at Capstone Interactive. In this crucial role, you will be the primary point of contact for our valued customers – educators, librarians, and parents – providing exceptional support for our digital products, platforms, and services. This remote position requires a proactive problem-solver with a passion for helping others navigate technology and maximize their learning resources. You will handle inquiries via phone, email, and live chat, troubleshooting technical issues, guiding users through features, and ensuring a seamless experience with our educational solutions. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and the ability to work independently in a fast-paced virtual environment. Your dedication will directly contribute to the success of our users and, ultimately, to enriching the learning journeys of countless students. If you’re passionate about education and committed to delivering outstanding customer service from the comfort of your home office in Tuscaloosa, we encourage you to apply and help us continue to shape young minds.
Key Responsibilities
- Provide first-class customer support via phone, email, and live chat, addressing inquiries and resolving issues efficiently and courteously.
- Troubleshoot technical problems related to digital platforms, e-books, and online learning tools, guiding users through step-by-step solutions.
- Educate customers on product features, functionalities, and best practices to enhance their experience with Capstone Interactive's offerings.
- Document customer interactions, issues, and resolutions accurately in our CRM system to maintain comprehensive records and support continuous improvement.
- Collaborate with internal teams, including product development and sales, to escalate complex issues and provide customer feedback for product enhancements.
- Stay current with product updates, new features, and changes in educational technology to provide informed and accurate support.
- Contribute to the creation and maintenance of a knowledge base, FAQs, and self-help resources for customers.
Required Skills
- Minimum of 1.5 years of experience in a customer service or technical support role, preferably in a remote setting.
- Exceptional verbal and written communication skills with a clear, empathetic, and professional demeanor.
- Strong technical aptitude and comfort with learning new software and digital platforms quickly.
- Proven ability to troubleshoot common technical issues related to web browsers, internet connectivity, and digital content.
- Excellent organizational skills and the ability to manage multiple priorities in a dynamic environment.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- A dedicated, quiet home office environment with reliable high-speed internet.
Preferred Qualifications
- Bachelor's degree in Education, Communications, Information Technology, or a related field.
- Experience working in the educational technology or publishing industry.
- Familiarity with K-12 educational environments and the needs of educators and students.
Perks & Benefits
- Competitive salary and comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Flexible work-from-home schedule and a supportive remote team culture.
- Opportunities for professional development and career growth.
- Access to a wide range of educational resources and products.
- A chance to make a real impact on education and student learning.
How to Apply
If you are a proactive problem-solver with a passion for customer service and technology, and you thrive in a remote work environment, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you!