Customer Support Specialist I - West
Job Details
Experienced
Full Time
4 Year Degree
Customer Service

Company Overview:
At Nearpod, we strive to bring joy and engagement into every classroom. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We have offices in both Fort Lauderdale, FL and Brooklyn, NY.
 

Location: Remote (will support the West & Central time zones) 

 

Position Overview:

The Customer Support Specialist will serve as a main point-of-contact to the company’s client base for all support-related issues. The ideal candidate will have exceptional customer focused service skills as well as the ability to communicate effectively with educational staff via phone,email, and chat. In addition to demonstrating basic technical skills in all types of devices, experience troubleshooting mobile technologies is essential. Quick problem solvers with the ability to prioritize daily tasks will thrive in this growing, fast-paced environment.

 

Responsibilities:

  • Ability to answer and solve effectively all customer related issues

  • Ability to self research and learn new features and updates involving the support of our core products Nearpod and Flocabulary.

  • Ability to probe, identify and document scope of customer’s issue(s) and their narrative accurately within support documentation.

  • Quickly respond to all incoming tickets be it via inbound, chat, or phone

  • Time management in high speed environment to accomplish all goals assigned

  • Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team

  • Demonstrate consistency in high quality of support with customers and internal processes.

  • Effective oral and written communication skills are a must

  • Handle support ticket escalations, keeping product engineers and leadership updated on situations

  • Complete additional tasks as needed

  • Understands and care for any customer concerns until each issue is resolved in its entirety, including providing responsive feedback

  • Take part in providing positive team culture

  • Must be coachable and comfortable with process updates in role to support an evolving educational customer base.

  • Must have a proactive attitude for outcome based customer solutions

 

Requirements:

  • Minimum 1-3 years of customer support or equivalent in classroom experience with digital solutions required

  • Experience with SaaS preferred

  • Experience in a past customer facing role(s) with proven success

  • Exceptional customer service skills including probing, gaining agreement and documentation of customer issue(s)

  • Educational Technology background is a plus

  • Excellent communication and people skills (both written and verbal)

  • Thrives in working in a fast-paced startup environment

  • Excellent attention to detail and quality

  • Ability to successfully self-manage multiple tasks

 
Employment Requirements: Must be authorized to work in the U.S. without restrictions
 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 
 
 
 
 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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