KinderCare Education operates more than 1,380 early learning centers, and more than 560 Champions sites, supported by a corporate team of nearly 600 headquarters employees in Portland, Oregon. In 2019, KinderCare Education earned their third Gallup Great Workplace Award - one of only 39 companies worldwide to win this award.
In neighborhoods with our KinderCare Learning Centers that offer early childhood education and child care for children six weeks to 12 years old
At work through KinderCare Education at Work™, family benefits for employers including on-site and near-site early learning centers and back-up care for last-minute child care
In local schools with our Champions before and after-school programs.
Job Responsibilities:
Serve as front line support for KinderCare National Support Center (NSC) and Field staff via phone support, ticketing system and email
Transform the interaction with our customers with empathy, compassion, and a determination to resolve their technical issues in a timely manner
Act as single point of contact, by taking ownership of customer issues reported and seeing problems through to resolution
Diagnose and troubleshoot technical issues related to hardware, software, account maintenance or connectivity
Track and document issues through to resolution, within the agreed time limits, providing prompt and accurate updates to customers along the way
Properly escalate unresolved issues to appropriate internal teams (e.g. Network, Development)
Prioritize and manage several open issues at one time
Participate in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to employees
Education and Experience:
1-2 years experience providing technical customer service support provided via phone and email
Experience supporting technical systems such as Windows, Mac OS, laptops, mobile devices, business applications
High School graduate or equivalent, 2 or 4 year college degree a plus
Superb customer service skills and desire to help others
Outstanding written and verbal English communication skills via phone, email and chat
Excellent organizational and time management skills
Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success Knowledge, Skills and Abilities:
Excellent communication skills and telephone manner
Ability to work in a fast paced, deadline-oriented environment to meet time constraints
Intermediate MS Office skills, ability to work with multiple applications and windows simultaneously on computer
Occasional flexibility with schedules, occasional overtime
Bilingual: English & Spanish a plus
Strong team player
Experience working within IT Service Desk tools, such as ServiceNow
KinderCare Education employs more than 32,000 team members across 1,700 locations nationwide. Our devoted family of education providers leads the nation in accreditation and includes KinderCare Learning Centers, KinderCare Education at Work, Champions Before- and After-School Programs, Cambridge Schools ™ , Knowledge Beginnings and The Grove School.
KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
