United States onlyWe’re looking for someone with experience working in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children. This will be a six month contract starting on June 3rd (with a possibility to convert full-time based on performance and business need.)
What You’ll Do
- Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release
- Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
- Answer chats and scheduled phone calls throughout the day, to provide responsive live support.
- Prepare for scheduled phone callbacks, to provide personalized support.
- Communicate clear and concise instructions via live chat, email and phone to Administrators, Teachers, and Guardians.
- Exhibit empathy towards our customers and each other at all times
- Advocate on behalf of customers, helping them to solve their issues and acting as the “voice of the customer”
- Contribute to improving internal processes
- Work cross-functionally to support our customers and improve the overall customer experience
- Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings
Qualifications, Skills, & Abilities
- At least 1 year of customer service or early education experience (required)
- Exceptional written skills, attention to detail, and strong listening skills
- Excellent organization, time-management, and prioritization skills
- Comfort with a fast-paced and dynamic environment that evolves rapidly
- A passion for improving the world through education
- A plus: Experience in schools / education
- Experience providing live support to customers (preferred)
- Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
- Bachelor’s degree (preferred]
