SCOPE OF WORK:

The Customer Support Specialist plays a critical role in supporting a grants management program by serving as the first point of contact for grants customers seeking information or assistance. The analyst will ensure that customers receive timely, courteous, and accurate support.

QUALIFICATIONS:

• High school diploma required; associate or bachelor’s degree preferred.
• Minimum of 2 year of experience in a customer support, customer service, call center, or academic support environment.
• Excellent communication skills, both verbal and written, with a calm and empathetic approach.
• Strong problem-solving abilities and the capacity to work independently.
• Proficiency in Microsoft Office Suite and ability to learn helpdesk ticketing systems quickly.
  Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@Priwils.com).
  We will never send communications through any other domain, including @Priwilscareers.com, @gmail.com or@yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Priwils employee, please contact us at jobs@Priwils.com
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• Answer inbound phone calls and respond to emails from customers with questions related to the fellowship, including application steps, eligibility criteria, and deadlines.

This is a Remote (work from home) position.

• Guide customers through common technical issues, such as account access or document uploads.
• Track and log all interactions in the support system to maintain an accurate history of inquiries.
• Escalate complex or sensitive issues to senior team members or program leads when appropriate.
• Provide consistent communication, ensuring all inquiries completed with the high quality.
• Assist in identifying recurring questions or issues to help improve the Customer Support knowledge base.