Customer Service Agent

About the role

As a Customer Service Agent you will be the first point of contact for educators and administrators using Riverside Insights’ assessment platform. You’ll handle inquiries via phone, email and ticketing systems, ensuring quick, clear and helpful resolutions so customers can focus on their students.

Key responsibilities

• Resolve assigned support tickets within SLA targets, prioritising urgency.
• Maintain steady daily ticket throughput while delivering solution‑focused service.
• Cover priority contact channels during peak hours according to schedule.
• Educate customers on new platform features, updates and best practices.
• Guide users toward self‑service options such as ecommerce ordering.
• Review QA feedback and apply improvements to maintain high quality scores.
• Document tickets accurately for seamless hand‑off to internal teams.
• Participate in team and business unit meetings to foster a collaborative support culture.

Required profile

• Prior experience in a call centre or customer service phone environment.
• Strong oral and written communication skills.
• Ability to multitask across systems, channels and issues while maintaining accuracy.
• Proven track record of meeting daily ticket and coverage targets.
• Reliable high‑speed home internet for sustained phone and ticket work.
• Openness to QA feedback and demonstrated improvement.

Required skills

• Experience with ticketing platforms such as Salesforce Service Cloud or Zendesk.
• Proficiency with standard support tools and computer applications.