Customer Support Representative

Civitas Learning, Inc., is looking for a Customer Support Representative (CSR) to be part of our Customer Support team, a talented, collaborative, high-performance, and mission-driven team that’s responsible for the data quality of our products: maintaining data freshness and accuracy in customers’ apps, maintaining app usability, and implementing post-deployment custom code solutions to meet customers’ needs. We ensure that the insights our products provide to our customers are driven by data of the highest quality.

The ideal CSR candidate will be patient and empathetic, have experience working with customers through email or through a ticket management system, and have the ability to describe highly technical content in a way that is comprehensible to users who are new to the technology. The CSR candidate will be curious, diligent, and organized, be able to recognize and interpret customer needs from minimal information, and be able to make decisions independently.

Job Description:

• Triage incoming tickets to determine urgency and context, categorize the tickets, and gather pertinent information for troubleshooting.
• Answer frequently asked questions and redirect the user to the appropriate resource material.
• Make some administrative changes to the system configuration when it can be done through the user interface.
• Assist other cross-functional team members and escalate tickets as appropriate.
• Work collaboratively with local and geographically dispersed team members.

Desirable skills:

• One to two years experience working in customer support for a software industry.
• Technical aptitude and good communication skills.
• Experience working with databases such as Postgres or MySQL and knowledge of SQL syntax.
• Experience working with AWS Console, GitHub, JIRA.
• Experience manipulating large data files through linux command tools such as grep, awk, or sed.
• Experience working with XML, json.
• Bachelor's Degree

What We Offer:

• Civitas is an Equal Opportunity Employer.
• Challenging and fun work environment.
• Flexible work Environment — we offer a good work/life balance.
• Anniversary recognition and event celebration.
• Working in a multi-cultural environment across the globe.