Customer Solutions Specialist

Ascend Learning

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.

WHAT YOU'LL DO

• The Customer Solutions Specialist is a client-facing role responsible for delivering consultative support and technical troubleshooting for supported software, including its features, functionality, and underlying technology. This role partners closely with customers to diagnose issues, identify platform gaps and limitations, and provide clear guidance, workarounds, and alternative solutions within established processes and guidelines. When issues require significant system changes or exceed team capabilities, this role escalates to appropriate teams for deeper analysis and resolution.

WHERE YOU’LL WORK

This position will work remotely within the United States preferably EST or CST time zones.

HOW YOU’LL SPEND YOUR TIME

• Provide prompt, effective responses to incoming customer phone calls and emails, ensuring a high quality support experience.
• Consult with clients to guide them on effectively using the platform to address their program’s specific needs or challenges.
• Advise on and configure data collection processes within client programs to ensure compliance with market accreditation requirements and guidelines.
• Ensure timely resolution of all customer issues and concerns.
• Stay updated on the company’s ever-changing range of products and services.
• Collaborate with internal teams to provide necessary support and assistance.
• Deliver first level technical troubleshooting, applying structured problem solving methods to diagnose and resolve issues efficiently.
• Engage customers in consultative problem-solving through detailed discovery conversations to understand needs, constraints, desired outcomes, and best practices.
• Identify platform gaps and limitations and recommend practical workarounds and alternative approaches aligned to customer goals.
• Apply strong troubleshooting skills to efficiently diagnose and resolve complex issues, coordinating cross-functionally to drive timely outcomes.
• Escalate issues requiring significant system changes, deeper investigation, or action beyond established guidelines to the appropriate teams, providing clear context and documentation.
• Identify and report unusual inquiry trends or system issues.
• Fully document each interaction with customers.
• Able to follow schedule and quickly communicate when out of schedule parameters.

WHAT YOU'LL NEED

• High school diploma or GED required, Bachelor’s degree preferred.
• 2+ years of customer-facing experience.
• 1+ years of experience in a customer support role for a web-based business or software application provider.
• A strong commitment to providing exceptional customer service and building positive relationships with customers, clients, and colleagues.
• Outstanding verbal and written communication skills, with a particular focus on telephone communication.
• Exceptional attention to detail and a highly organized approach to tasks and responsibilities in a fast paced environment.
• Advanced proficiency in using various Microsoft Office applications, enabling efficient and effective completion of tasks.
• Experience in the Medical Education market or with similar markets is a plus.
• Knowledge of customer relationship management (CRM) systems and ticketing software is a plus.

HIRING RANGE

The current full-time, annualized base pay hiring range for this role is $46,844.00-$66,990.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

BENEFITS

• Health, dental, and vision insurance

• Company paid life Insurance

• 401(k) with company match

• Paid time off and parental leave

• Employee assistance program

• Other wellness programs such as Headspace and Airvet

• Charitable matching program

• Fostering A Sense of Belonging

• Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

• Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.