Note: The job is a remote job and is open to candidates in USA. Riverside Insights is dedicated to helping educators understand each learner's strengths and challenges through research-backed assessments. As a Customer Service Agent, you will be the first point of contact for educators and administrators, resolving their inquiries and ensuring a positive customer experience through various support channels.

Responsibilities

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines
• Maintain steady daily ticket throughput while delivering positive, solution-focused service
• Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours
• Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps
• Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service
• Review QA feedback and apply improvements to maintain strong quality scores
• Document tickets accurately and completely so that internal partners can pick up context without rework
• Participate actively in team and business unit meetings, contributing to a collaborative support culture
• Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time

Skills

• Prior call center or customer service phone experience
• Strong professional communication skills, both oral and written
• Ability to multitask across systems, channels, and customer issues without losing accuracy
• Ability to meet deadlines and consistently hit daily ticket and coverage targets
• Proficiency with computers and standard support tools
• Reliable home internet with strong speed and stability for sustained phone and ticket work
• Strong time management, prioritization, and attention to detail
• Openness to QA feedback and a track record of acting on it
• Experience supporting customers in an education, edtech, or assessment-platform environment
• Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar)
• Experience guiding customers toward self-service or ecommerce purchasing options
• Comfort explaining technical platform features in plain, customer-friendly language

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD and D insurance
• Company paid long-term disability
• Paid Parental Leave
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• 33 days of company paid time off (PTO, Holidays, Wellness Days)
• Flexible work arrangements
• Tuition Reimbursement Program
• Company orientation and 30, 60, 90 Day Onboarding

Company Overview

Company H1B Sponsorship