Note: The job is a remote job and is open to candidates in USA. Carnegie Learning is a company dedicated to enhancing student learning through innovative solutions. They are seeking a Customer Support Specialist (Seasonal) to provide first-level support, triage incoming requests, and improve internal systems to enhance customer outcomes.
Responsibilities
- Triage and route incoming cases by gathering key details, adding context, and ensuring efficient handoff to appropriate teams
- Provide first-level support via chat and email for structured, lower-complexity inquiries
- Support licensing and activation workflows, including account setup and issue resolution
- Assist with administrative tasks such as account vetting, case tagging, and system updates
- Contribute to Help Center and documentation improvements, including reviewing and updating existing content
- Identify trends or gaps in support processes and escalate opportunities for improvement
- Collaborate with full-time team members to support peak coverage and ensure a seamless customer experience
Skills
- High school diploma or equivalent required; associate's or bachelor's degree preferred
- 0–2 years of relevant experience in customer service, support, or a related field
- Possesses basic knowledge of customer service practices and general troubleshooting approaches
- Strong written and verbal communication skills
- Ability to quickly assess, organize, and route information accurately
- High attention to detail and comfort working within structured processes
- Strong problem-solving skills with a focus on efficiency and clarity
- A collaborative mindset and willingness to flex across different types of work
- Experience with CRM systems (e.g., Salesforce) and workforce management tools
- Former experience working on the Carnegie Learning Customer Support Team highly preferred
Benefits
- Flexible work arrangements with our Work From Anywhere Policy
- Free access to CL products for employees and their children
- Quarterly Wellness Incentives
- Monthly employee activities + recognition program
- Employee Allyship Groups (EAGs)
Company Overview
Carnegie Learning is a publisher of innovative, research-based math curricula for middle school, high school, and post-secondary. It was founded in 1997, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is http://www.carnegielearning.com.