Job Description

Who We Are:

Embrace® provides software solutions to over 1,100 school districts across eight states, enabling educators to spend less time on paperwork, and more time where it matters - in the classroom.

We are committed to providing high quality, easy-to-use software for managing IEP and 504 plans, documenting intervention plans, monitoring services and reimbursement, and evaluating staff.

Job Description:

As a Customer Success Specialist at Embrace®, you will be at the forefront of providing unparalleled support to our clients. Collaborating closely with both clients and internal teams, you will utilize your strong communication and problem-solving skills to swiftly and efficiently resolve any issues that may arise. This role offers a unique opportunity to make a meaningful impact by helping clients succeed and enabling them to dedicate more time to their students.

This is a full-time, 100% remote position. Work hours are a fixed schedule, Monday-Friday 9:30 am – 6:30 pm CST. During work hours, this position requires a dedicated workspace, free from interruptions.

Responsibilities and Duties:

Provide support as the first point of contact for all inbound phone, email and chat inquiries
Diagnose, investigate, and troubleshoot technical issues, guiding customers through step-by-step solutions
Collaborate across the organization as a customer advocate to ensure a timely and successful resolution.
Develop understanding of software functionality and how it applies to educational standards and best practices
Participate in basic software testing for user-reported bugs and overall functionality
Build and maintain strong relationships with clients to provide personalized support
Gather product feedback for continuous product enhancement and customer value
Develop knowledge base materials such as videos and article content to enhance client understanding

Preferred Skills:

Strong technical background with proficiency in educational software and technology.
Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
Passion for problem-solving and helping clients succeed in their educational endeavors.
Sociable individual with a knack for building relationships and ensuring client satisfaction.
Ability to work independently and collaboratively in a remote environment, demonstrating reliability and self-motivation.

Required Qualifications:

High School Diploma or GED
Strong oral and written communication skills
Ability to work as part of a team in a fast-paced environment with excellent attention to detail and multi-tasking skill.
Preferred previous customer service experience through a ticketing system or email interface
Preferred tech support and troubleshooting experience in a remote position

Embrace Benefits: