Customer Service Operations Associate

Sirius Education Solutions - Austin, TX

Full-time - Entry Level

Remote - Austin, TX

Educational Services

About the position

The Customer Service and Operations Associate (CSOA) is a remote role focused on delivering exceptional customer service and technical support to educators and educational institutions. The position also involves operational support for the Sales department, including data entry, reporting, order processing, invoicing, and maintaining CRM data.

Responsibilities

• Utilizes CRM systems (Zoho and Zoom phone) to respond to customer inquiries via phone, chat, email, and request form fills.
• Updates CRM tickets to reflect appropriate status of customer issues.
• Tracks issues requiring follow-up, responds and records appropriately.
• Processes purchase orders and other forms of payment for print and digital products.
• Ensures print orders are requested and delivered.
• Creates and sends invoices to customers.
• Performs data entry related to accounts payable, purchase orders, and print inventory.
• Performs technical integrations (SSO/Rostering) for customers via 3rd party tools and internal systems.
• Assists customers with manual registration of teachers into the online platform.
• Provides Tier I tech support for digital product customers.
• Coordinates Tier II tech support and bug resolution with appropriate departments.
• Provides access to trial/sampling customers.
• Manages SaaS contract process for new and renewing customers.
• Updates internal tools to ensure customers have appropriate access to digital products.
• Research and reporting projects as assigned.
• Other duties as assigned.

Requirements

• Highly proficient in Excel
• Experience with CRM systems (Zoho preferred)
• Excellent written and verbal communication skills
• Highly proficient typing/chat speed
• Critical thinking and analytical skills
• Able to work a flexible schedule between 8:00am and 5:30pm CST
• 2+ years experience in customer service roles, ideally in a call center or technical support operations environment
• Experience working in education/education technology preferred
• Experience working in a deadline driven environment
• Experience working remotely
• High School diploma or equivalent, Associates or higher degree preferred.

Benefits

• 100% employer-paid HDHP
• Other medical coverage options
• Dental insurance
• Vision insurance
• Basic life insurance
• 401K plan with employer match
• Flexible vacation and sick policy
• Nine paid holidays
• Winter office closure between December 24th and January 1st
• Additional perks and benefits