Ascend Learning, Inc.
Operations Support Specialist Lead (Information Technology)
Ascend Learning; LLC (http://www.ascendlearning.com/) is a leading provider of technology-based educational, curriculum and assessment solutions for high-growth careers in a range of industries, including healthcare, fitness and wellness, and insurance and financial services. We provide outcomes-based solutions aimed at helping people enter, sustain and succeed in their chosen fields. Ascend employs more than 1,200 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Walnut Creek, California, Ann Arbor, Michigan, New York, and the U.K.
ExamFX , a division of Ascend Learning, is the industry leader in online training for insurance licensing and securities exams. As a nationally-approved education provider, our course content is constantly being updated to align with the ever-changing information presented in state exams.
This role handles both standard and elevated call resolution and strategically leads the Support team to reach department goals and company vision. The position promotes a professional mentor relationship with the Support team and enforces positive client interactions and adherence to operational guidelines. This role reports to the Director of Service and Operations at ExamFX.
Responsibilities:
• Support in-bound client contacts with positive assistance and guidance.
• Serve as the primary resource for Support team issue identification, improvement recommendation, and resolution.
• Provide frontline escalations point-of-contact for customers and Support team support and guidance.
• Maintain a working knowledge of products, services, policies, and marketing trends within the business to serve as an internal information source for departments and provide recommendations suited to each customers' needs.
• Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.
Education and experience:
• Bachelor's degree or equivalent work experience
• Must be able to work effectively with minimal supervision
• 3+ years' experience in customer service
• Exceptional communication skills
• Ability to work with management at every level
Skills and Abilities:
• Strong computer skills, specifically Microsoft Excel and Outlook
• Demonstrated ability to provide outstanding customer service
• Excellent verbal and written communication skills
• Strong critical thinking and problem solving skills
• Excellent listening skills
• Ability to plan and organize work, set priorities, and direct own activities with limited supervision
• Demonstrated ability to multi-task
• Ability to adhere to a schedule
• Openness to additional responsibilities
Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted