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Support Specialist
(Washington, DC)		 The Support Specialist works in a team environment with other Support Specialists to address questions of Naviance Network members (typically schools and school districts). Members submit questions related to business or technical usage of the Naviance Succeed solution (a “case”) via phone or email and the Support Specialist works to resolve the case in a timely manner. This individual documents the progress of cases online and if-needed escalates cases to Engineering based on priority/issue level. On a daily basis, the Support Specialist manages their queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to members and the sales team to ensure member success. Qualifications include:
  • 2+ years in a customer service/help desk environment
  • Bachelors degree required; 3.0+ GPA preferred
  • Ability to document identity and employment eligibility
  • Excellent written and oral communication skills
  • Good listener with good phone presence
  • Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
  • Strong technical, analytical and troubleshooting skills
  • Demonstrated track record of being able to troubleshoot and solve customer problems remotely
  • Can work independently to solve problems
  • Strong organizational skills
  • Outstanding attention to detail and accurateness
  • Ability to manage and prioritize multiple tasks simultaneously
  • Working knowledge of incident tracking software and reporting capabilities
  • Ambition, drive and ability to learn quickly and adapt to change
  • A team player willing to help others
  • Experience with Naviance Succeed a plus
Naviance is a great place to build your career. We provide a full benefits package including fully company-paid medical and dental insurance for employees, and 401(k) retirement savings with company match. To apply: Please submit your cover letter and resume by clicking here. Resumes without cover letters will not be considered.
 

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Naviance has allowed me to streamline the data processing aspect of my job, freeing more work hours for direct counseling with students!

kellyHerringtonCareers

Kelly Herrington
University Prep