Care Team Associate
“We enable greatness in people and organizations everywhere. ”FranklinCovey (NYSE: FC) is the workplace of choice for Achievers with Heart . We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the FranklinCovey All Access Pass , which is primarily sold through our Enterprise Division, and the Leader in Me membership, which is designed specifically for our Education Division. Enterprise clients include Fortune 100 , Fortune 500 , thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.To learn more, visit franklincovey.com .Title: All Access Pass (AAP) Care Team AssociateDivision & Department: Corporate Client SupportStatus: Full-Time HourlyReports to: Director, All Access CareLocation: Remote – Anywhere in the contiguous US: This role will work common business hours in either PST or MST.Compensation: $18-18.50/hourJob SummaryThis role will provide our clients with a high level of customer service and technical support. You are responsible for working with clients to help them administer subscriptions to our portal, solving tech challenges with our IT team, and partnering with other client-facing support teams to provide world-class customer service.Essential Job Functions
Provide customer support for a variety of online platforms (All Access Pass, Jhana, Impact Platform, 4DXOS, LIM Online, LeaderU, Agilix Buzz, Credly, and Instructure Canvas).
Day-to-day support including incident triage, resolution, and escalation management.
Liaise between internal technical teams and client application users.
Demonstrate problem solving, troubleshooting and critical thinking skills.
Demonstrate strong organizational skills.
Improve our team and company processes.
Basic Qualifications
2+ years of customer service/tech support.
Experience working in a customer-support ticketing system.
Some college.
Preferred Skills & Experience
Strong written and verbal communication skills.
Ability to type 60 WPM.
Positive customer service mindset with a willingness to take responsibility and see tasks to closure.
Familiar with common technical support problems.
Ability to learn new systems quickly.
Proficiency with Outlook, Google Drive, and MS Office.
Resourceful, critical thinker with the ability to troubleshoot, triage, prioritize, and adapt quickly.
Motivated team player with a strong work ethic who thrives in a fast-paced environment.
This is the anticipated compensation rate. Actual offer may be outside of this range and will be determined by education, experience, knowledge, skills, and abilities, as well as geographic location, internal equity and alignment with market data.Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit https://franklincoveybenefits.com/ for details.#LI-Remote#LI-ME1Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date on the FranklinCovey job board, but the posting may close at any time after the specified duration.Employer InformationPlease visit franklincoveybenefits.com for a complete US benefits overview. Benefits may include medical, dental, or vision insurance, HSA, PTO, 401(k), holiday pay, employee stock purchasing options, or other benefits. To determine status eligibility, visit https://franklincoveybenefits.com/enroll/ .For an overview of our Interview Process, please visit https://franklincovey.com/careers/working-at-franklincovey/ .FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit https://www.franklincovey.com/careers/notices-and-provisions/ for our full Equal Employment Opportunity policies and Notice and Pay Transparency Nondiscrimination Provision.Direct Reasonable Accommodation requests toaccommodations@franklincovey.com.For our Privacy Policy, please visit https://www.franklincovey.com/privacy (https://sites.google.com/franklincovey.com/equal-employment-opportunity/adaraptnp) .