
School Support Expert
2 days ago
Unlock the power of effective school management with our innovative EdTech platform.
About This RoleWe're seeking a highly skilled Customer Service Specialist to deliver exceptional support experiences for educators, administrators, and tech coordinators.
Key Responsibilities:- Initial Point of Contact: Provide timely and personalized support via email, chat, and phone.
- Troubleshooting Technical Issues: Resolve complex technical problems across web and mobile applications.
- Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests.
- Help Documentation Creation: Develop clear, user-friendly help documentation and FAQs.
- Issue Identification: Analyze recurring issues and trends to improve internal processes and product functionality.
- Customer Satisfaction: Maintain a high customer satisfaction score by delivering a seamless support experience.
- Experience: 5–6 years of professional experience in customer support or technical support.
- SaaS Experience: Supporting SaaS platforms, preferably in EdTech or education-related sectors.
- Troubleshooting Skills: Strong troubleshooting skills and ability to explain complex issues simply.
- Tool Familiarity: Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar.
- Communication Skills: Excellent written and verbal communication skills.
- Customer Mindset: Empathy, patience, and a true customer-first mindset.
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