With a work environment that encourages and nurtures creativity, great ideas take flight and become products and services built from the bottom up. Working for Lexia, a division of Cambium Learning Group Inc., means that your opportunities are limitless.
There’s an amazing energy here. It’s the feeling that we’re doing something unique, unexpected, and beneficial, and it permeates everything we do.
We are dedicated to helping people change their lives through the power of language and literacy education. Join our passionate, energetic, and international team and add your talents to Who We Are!
Job Overview:
The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and process-oriented. This position is full-time, Monday through Friday.
Location: Remote, USA
Shifts available: 9:30am – 6:00pm EST or 12:30pm – 9:00pm EST
Job Responsibilities:
- Provides technical support to customers via phone, chat, email, and other channels
- Educating teachers and administrators on how to use Lexia Learning products
- Create and update cases with customer inquiries via Salesforce
- Troubleshoot application and access issues for customers as needed
- Explaining reports and usage within Lexia Learning programs to customers
- Report defects and feature requests to the development team
- Responsibilities as part of the Customer Success Team:
- Expert on all Lexia products and the latest hardware, software, and networking technologies
- Continually improves technical knowledge and service skills
- Continually improves company knowledge of products and services
- Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
- Has a direct impact in making our customers successful through increasing their product understanding
Job Requirements:
- 2+ years of experience in customer service or technical support
- Demonstrated phone, chat, and email skills successfully supporting customers, particularly with technical questions.
- Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.
- Comfortable in a fast-paced and changing environment
- Ability to quickly learn new features and particulars of software applications
- Excellent communication skills (written and verbal)
- Demonstrated ability to work collaboratively
- Demonstrated resourcefulness and ability to research issues using internal knowledgebase
- Ability to work with customers at all levels of technical expertise and provide support accordingly
- Must be self-directed and pro-active
- Familiarity with case tracking and customer relationship management software. Experience with Salesforce, Jira, and mySQL preferred
We Are Customer Success
We put the customer at the center of all we do. We are the troubleshooters, the problem solvers, the virtual tour guides, the motivators, the techies, and the literacy and language experts who partner with you to achieve your goals and ensure optimal student outcomes. Our passion is to make the customer experience the very best it can be. Are you ready to make Customer First your mantra?
To learn more about our organization and the exciting work we do, visit
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.