YouScience® is the leading technology provider dedicated to solving the skills gap crisis for students and employers. Its end-to-end platform, YouScience® Brightpath, connects education with career applications designed to help students unlock their potential for future pathways. YouScience leverages proven research, artificial intelligence, and industry input to help individuals identify their natural talents, validate their skills and knowledge, and get matched with real-world educational and career pathways in high-demand occupations. YouScience is the preferred choice of individuals, parents, educators, and counselors to guide and support educational and career pathways, currently serving more than 9,200 educational institutions, 5,000 employers, and 2.2 million unique customers.

The Customer Escalation Specialist is an integral part of the Customer Support Team at YouScience. The Customer Support Team understands the importance of helping our teachers and students feel heard and resolve their issues quickly. For that reason, the team prioritizes empathetic communication while striving to maintain efficient, frictionless, and humanized customer experiences. Reporting customer issues and feedback is fundamental to the success of our products. Being able to properly communicate the voice of the customer to our product and engineering teams is how we continue to improve and expand on our product success. It's critical that we have a way to properly document and communicate those customer pain points to the departments that have the ability to make those necessary changes. The ideal candidate is able to recognize when our product is not fully operational while offering consistent feedback on how to amplify ease of use. They have excellent time management skills, and know how to identify high priority tickets and situations. Their communication skills are exceptional, as they will be communicating with multiple departments within the company.

Responsibilities:

• Liaison between the business units, technology teams and customer facing teams.

• Proactively communicate and collaborate with customers and YouScience employees to analyze information needs and functional requirements.

• Internal reproduction of the customer problem to enable the development and testing of a resolution.

• Be able to recognize trends to easily identify product issues impacting a higher number of customers.

• Participe in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues.

• Work with product teams to communicate high priorities and escalation points, including taking on some coding, testing or configuration tasks to deepen product knowledge

• Exhibit a positive and highly motivated attitude when communicating with customers and colleagues Document interactions with customers in CRM system

• Provide feedback for system improvement + capture and report client feedback and suggestions

• Prioritize and organize dev ticket requests with proper ticket documentation

• Attend ongoing trainings to develop and maintain product knowledge

• Comfortable working in dynamic environment

• Expertise with technology; able to engage with multiple platforms simultaneously

• Proven ability to complete multiple projects simultaneously while paying strict attention to detail

• Able to work independently while also adhering to defined procedures and processes

• Team-oriented, willing to help where needed

• Attention to detail

• Excellent cross departmental communication skills

• Exceptional documentation, organizational and prioritization skills

• High school diploma

Extra Credit:

• Post-secondary education

• Salesforce knowledge

• JIRA knowledge

• Education industry experience

• SAAS industry or technical support experience

• Basic coding skills

• In depth understanding of how our products operate

Benefits

• Mission oriented, collaborative culture that lives its company values
• Impact the lives of millions of students
• Flexibility to work remote or at HQ in American Fork, UT
• Ongoing support for continuing education and career development 
• Opportunity to work and learn alongside some of the industry’s most passionate innovators
• Great medical, dental, vision benefits
• 15 days paid time off (PTO) per year, paid parental leave
• Up to 22+ additional paid company holidays, including the 1st week of July and time off in between Christmas Eve and New Year’s Day
• 401K
• Monthly home office allowance (including cell phone and internet)
• Community service opportunities with 8 paid volunteer hours per year

Company Values

• We empower others 
• We perform as a cohesive championship team  
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed  
• We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status