ALICE Training Institute is looking to add talented and professional individuals to our team. We work with organizations across the United States, providing them with new safety and business opportunities. 

Our drive to make a difference and continue to lead the evolution in active shooter response tactics is at the core of what makes our solutions so effective. At the ALICE Training Institute, we’re always working to create new stories of improvement. From teachers and healthcare professionals to police and everyday citizens, our active shooter training classes, held across the nation, teach skills that improve your chances of survival anywhere you go in life.

POSITION SUMMARY

The Customer Support Representative will assist customers with non-technical software-related issues, content information changes, and maintain customer satisfaction with our eLearning Products. The CSR will take a proactive role in improving the effectiveness and efficiency of our customers use of our eLearning. The CSR will assist the Customer Success Department in data-collection and analytics of our customers.

ESSENTIAL JOB FUNCTIONS

· Set up accounts in ATI Portal or assist customers who use their own LMS System

· Act as main support contact to CS Team and collect feature requests submitted by customers

· Answer calls / Monitor email for support tickets

· Answer FAQ’s and help direct customers to finding solutions by actively participating in problem    diagnosis

· Communicate with CS team, maintain and improve quality results by following standards; recommending improved policies and procedures

· Accomplish department and organization goals

· Work with CRM and other organizational software to more clearly understand customer’s issues via data collection and analytics

· Provide multi-channel case management

· Keeps management informed of all activity, including timely preparation of reports

QUALIFICATIONS

· 2+ years of customer support using phone, email, and social media platforms

· Passion for helping and satisfying customers

· Excellent analytical and problem-solving skills

· Good verbal and written (email) communications skills

· Dynamic telephone presence

· Previous experience with Salesforce

· Experience with startups a plus

· High school or equivalent required

*Candidates must be legally authorized to work in the United States without sponsorship.

ALICE Training Institute LLC is an Equal Opportunity Employer. ATI Does not discriminate in its employment decisions on the basis of race, color, religion, gender, age, national origin, citizenship, disability, genetics, status as a disabled or Vietnam veteran or any other protected characteristic as established by applicable federal, state or local law. Equal Employment Opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment at ATI.