SchooLinks is on a mission to modernize college and career readiness. We know that when districts need support, they need answers and help in minutes, not hours. Our Support Team is responsible for providing our district partners with fast and accurate answers to their questions and issues while using SchooLinks. Our team knows the product in and out, and can help with data and configuration questions.  Responsibilities - Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets.  - Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics.  - Escalation of certain support requests to product, engineering, or solutions.  - Log, track, and update chats and emails in our support tools (Intercom, Front).

- Support customers with questions about banking, payments, cards, - Provide clear answers and solutions, always following the client's procedures and compliance rules. - Troubleshoot issues, such as card problems, transactions, app access or account updates. - Escalate complex cases to the correct internal departments when needed. - Maintain high service quality, using an empathetic, professional tone and meeting defined performance metrics.

Job DetailsJob Location: REMOTE 2026 - Wilmington, OH 45177 We are looking for a Resource Planner that is responsible for scheduling services for customers through the coordination of the field service engineer’s schedule and parts delivery/availability. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions. What you’ll be up to: Contact customers in the healthcare sector to confirm inventory and schedule onsite services Coordinate work planning and scheduling across multi-functional work team and client contacts in accordance with established processes and procedures Deliver effective and efficient planning in line with business objectives and obligations. Review field service engineer’s existing schedule Enter client data into SalesForce/ServiceMax Ordering and tracking parts for onsite services Dispatch work orders as requested to field service engineers in EMSAR and client’s SalesForce/ServiceMax systems Coordinate scheduling of services provided by vendors and on-site team(s) Monitor electronic dashboards and take action as needed. Work with operations teams to ensure work is being completed within client required timeframe (SLA/contractual obligations) Work closely with field management and field service engineers to ensure calendars are full and accurate. Daily check-ins with assigned Technicians to ensure they have necessary work orders, contacts, travel arrangements, and parts Timely review and closure of work orders Performs additional duties as needed and/or assigned by supervisor/manager QualificationsWhat we’re looking for: General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI) General experience in SalesForce/ServiceMax or equivalent Outstanding interpersonal and written communication skills Proficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other and cloud-based software Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams AND High School Diploma or Equivalent 1-3 years’ call center and/or customer service experience OR Associates degree or higher and/or Trade School diploma 1+ years’ call center and/or customer service experience WORK ENVIRONMENT AND PHYSICAL DEMANDS Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours Our commitment to you: A great team environment Ability to work remotely Supportive leadership

• With the utmost professionalism, represent a well-respected, leading online tuxedo rental company with expertise, positivity, and a can-do attitude • Respond to customer inquiries and requests through phone, chat, SMS, email, and social media, with a focus on phone communication. • Answer questions about product information, order placement, order and delivery status, product returns, policies, as well as provide website navigation, troubleshooting assistance, and handling escalated issues • Take ownership of issues and follow through to solve problems while exercising sound judgment, focusing on achieving resolutions • Convey excitement, authenticity, and a deep appreciation for the mission and values of the brand • Address questions about accounts, products, and services, as well as provide troubleshooting and website assistance. • Share insights on emerging customer trends and recommend process improvements. • Attend training and participate in cross-training opportunities to enhance skills and knowledge. • Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity. • Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.