Care Team Associate

$37,440 - $38,480/Yr

Franklincovey - Oklahoma City, OK

Full-time - Entry Level

Remote - Oklahoma City, OK

1,001-5,000 employees

About the position

The All Access Pass (AAP) Care Team Associate at FranklinCovey is responsible for providing exceptional customer service and technical support to clients utilizing various online platforms. This role involves assisting clients with subscription management, resolving technical issues, and collaborating with internal teams to enhance customer satisfaction. The position is remote and requires strong problem-solving skills and a commitment to delivering high-quality support.

Responsibilities

• Provide customer support for a variety of online platforms including All Access Pass, Jhana, Impact Platform, and others.
• Manage day-to-day support tasks including incident triage, resolution, and escalation management.
• Act as a liaison between internal technical teams and client application users.
• Demonstrate problem-solving, troubleshooting, and critical thinking skills.
• Exhibit strong organizational skills to improve team and company processes.

Requirements

• 2+ years of customer service/tech support experience.
• Experience working in a customer-support ticketing system.
• Some college education.

Nice-to-haves

• Strong written and verbal communication skills.
• Ability to type 60 WPM.
• Positive customer service mindset with a willingness to take responsibility and see tasks to closure.
• Familiarity with common technical support problems.
• Ability to learn new systems quickly.
• Proficiency with Outlook, Google Drive, and MS Office.
• Resourceful, critical thinker with the ability to troubleshoot, triage, prioritize, and adapt quickly.
• Motivated team player with a strong work ethic who thrives in a fast-paced environment.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Employee stock purchasing program
• 401(k)
• Paid time off (PTO)
• Holiday pay