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
Riverside Insights is a provider of educational and clinical assessments that play a key role in helping individuals elevate their learning. It was founded in 2018, and is headquartered in Itasca, Illinois, USA, with a workforce of 201-500 employees. Its website is https://www.riversideinsights.com.Company H1B Sponsorship
Riverside Insights has a track record of offering H1B sponsorships, with 3 in 2025, 4 in 2024, 3 in 2023, 1 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.