Tech Support Specialist 1 - Remote Opportunity!

Responsibilities

• Serve as front line support for KinderCare’s corporate and field employees via phone support, ticketing system, and email
• Transform the interaction with our customers with emotional intelligence, compassion, and a determination to resolve technical issues in a timely manner
• Respond to customer issues and see problems through to resolution
• Diagnose and troubleshoot technical issues related to hardware, software, account maintenance, or connectivity
• Track and document issues until they are fully resolved, within the agreed time limits, providing timely and accurate updates to customers along the way
• Properly escalate unresolved issues to appropriate internal teams
• Prioritize and lead several open issues at one time
• Participate in building a robust knowledge base, authoring content, maintaining existing content, and promoting the use of self-service to employees

Qualifications

• High school diploma or equivalent; 2 or 4-year college degree a plus
• 1-2 years of experience providing technical customer service support provided via phone and email
• Experience supporting technical systems such as Windows, Mac OS, laptops, mobile devices, and business applications
• Superb customer service skills and desire to help others
• Outstanding written and verbal English communication skills using phone conversations, email correspondence, and chat
• Excellent organizational and time management skills
• Proven growth experience, showing a tried background of taking on new challenges and driving their success
• Excellent communication skills and telephone manner
• Able to work in a fast-paced environment efficiently to achieve deadlines
• Intermediate MS Office skills; capable of running multiple applications and windows simultaneously
• Occasional flexibility with schedules; occasional overtime
• Phenomenal teammate and team-player
• Experience working with IT service desk tools, such as ServiceNow
• Bilingual: English & Spanish a plus

Benefits

Know your whole family is supported with discounted child care benefits.

Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).

Feel supported in your mental health and personal growth with employee assistance programs.

Feel great and thrive with access to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.

… and much more.

We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia.

As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast.

Because we believe every family deserves access to high-quality child care, no matter who they are or where they live.

Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences.

And if you’re anything like us, you’ll come for the work, and stay for the people.

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.