Customer Support Representative

About the role

The Customer Support Representative is the primary advocate for the Stukent user experience, focusing on providing high-energy, empathetic, and technical assistance across email, chat, and phone. You will ensure instructors can teach seamlessly and students can navigate simulations without friction, turning potential frustration into positive interactions.

Responsibilities

• Respond professionally to customer inquiries via phone, email, or support tickets.
• Maintain excellent written and verbal communication in all customer interactions.
• Address customer issues by actively searching for solutions, collaborating with team members, or escalating problems as needed.
• Handle upset customers calmly and patiently, escalating to a superior when appropriate.
• Improve the overall customer experience through professional representation and innovative ideas.
• Continuously learn and familiarize yourself with Stukent's courseware and simulations during non-peak hours.
• Perform miscellaneous job-related duties as assigned.

Requirements

• 1+ years of experience in a customer-facing position.
• Ability to be patient with frustrated customers.
• Strong communication skills, both written and verbal.
• Ability to remain calm and focused in stressful situations.
• Excellent typing skills.
• Proficiency in Microsoft Office and Google Workspace tools.
• Ability to handle multiple channels of customer requests simultaneously.
• Previous support/service experience with phones, email, and chat preferred.

Schedule

Full-Time: Open availability to work 8-hour shifts between 6:00 AM and 7:00 PM, including occasional weekend shifts (Saturdays and/or Sundays).

Part-Time: Evenings and weekends. Monday–Thursday from 5:00 PM to as late as 10:00 PM, Saturdays from 12:00 PM to 4:00 PM, and Sundays from 6:00 PM to 10:00 PM. Availability varies by time of year.

Location: On-site in Idaho Falls, Idaho.