Posted May 20, 2026
Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. - Maintain steady daily ticket throughput while delivering positive, solution-focused service. - Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. - Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. - Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. - Review QA feedback and improvements to maintain strong quality scores. - Document tickets accurately and completely so that internal partners can pick up context without rework. - Participate actively in team and business unit meetings, contributing to a collaborative support culture. - Pursue ongoing professional development and new skills to improve customer satisfaction and resolution time. ## Must-Have Qualifications
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. ## Preferred Qualifications
Experience supporting customers in an education, edtech, or assessment-platform environment. - Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar). - Experience guiding customers toward self-service or ecommerce purchasing options. - Comfort explaining technical platform features in plain, customer-friendly language. ## Physical Requirements
Remote
Travel 1–2 times a year for off-site team meetings or conference. - May require stationary positions (sitting or standing) for extended periods. ## Benefits
Medical, Dental, and Vision plans
Company paid basic life and AD and D insurance
Company paid long-term disability
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 subscription to Calm for employee and dependents
33 days of company paid time off (PTO, Holidays, Wellness Days)
Flexible work arrangements
Tuition Reimbursement Program
Company orientation and 30, 60, 90 Day Onboarding
A reasonable estimate of the range for this position is $20-$21/HR USD. This compensation range is specific to the United States, and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data or range parameters. ## Riverside Insights is an Equal-opportunity Employer
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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