Program Success Associate (French Canadian - West Coast)

The Role & Responsibilities

Tuition.io’s Program Success (Customer Support) department is growing and we are looking to add another exceptional associate to the team to assist with providing support for our new Tuition Assistance software platform. This is a diverse, fast-paced customer support/call center style role including the following responsibilities:

• Must be fluent in French Canadian & English.
• This opening is only available to US candidates in PST or MT time zones
• Deliver high quality customer support to end users of the Tuition.io platform through email, phone and online chat.
• Develop operational knowledge of Tuition.io’s proprietary educational benefits platform.
• Ensure end user support issues are resolved both completely and timely.
• Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform.
• This is a full-time role requiring 40 hours/week with occasional overtime hours as needed. There may also be opportunities for weekend shifts of 3 hours on Saturday and/or Sundays.
• This is a remote role for the PST or MT time zones that reports to the Director of Program Success who is based in New York.
• Training for this role will start from 6am PST and will end at 2:30 pm PST as training will be conducted by our Director and Team Lead who are located on the East & West Coast.
• Training is expected to take 6 to 8 weeks.
• Once fully trained, this role will start at 8:30 am PST and will end at 5 pm PST. This start/end time cannot be changed.

Qualifications of Our Ideal Candidate:

• Bi-lingual English/French with French Canadian Dialect
• Must be a U.S. resident
• 2+ years of previous customer service experience in a tech start-up environment utilizing internal software platforms or 3+ years customer service/call center experience for a software provider requiring software troubleshooting with platform users.
• 1+ years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.)
• High level understanding of software troubleshooting and browser based software
• Excellent verbal and written communication skills
• Empathetic and a good listener
• Strong customer advocate who goes the extra mile
• Team player
• Organized and resourceful with great time-management skills
• Ability to manage multiple support channels including email tickets, live chat, and phone
• Ability to learn and master new processes and procedures
• Ability to thrive in a fast paced environment with rapidly changing priorities
• High level of attention to detail and great problem solving skills
• Bachelor’s degree

Bonus Points

• Knowledge of Student Loans
• Knowledge of Tuition Reimbursement or other educational benefits
• Familiarity with modern workplace software such as Salesforce, Google Workspace, etc

About Tuition.io

Tuition.io is a well-funded, rapidly growing company based in San Mateo, California. Founded in 2012, Our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.io for an overview of our company.

Job Type: Full-time

Pay: $21.64 - $26.44 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

People with a criminal record are encouraged to apply

Education:

• Bachelor's (Required)

Experience:

• Zendesk: 1 year (Required)
• Call center: 2 years (Required)
• tech start-up: 2 years (Required)

Language:

• French Canadian (Required)

Work Location: Remote