The pay is listed at $50,000, so a great opportunity to get in as CS and move around later.
Hiring only in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia and Washington.
The Customer Support Agent will respond to all customer support tickets as well as host video calls with compassion and clarity to create an incredible customer experience, all with the end goal of providing teachers and users with the best possible online support.Responsibilities:
- Become an Edpuzzle expert
- Handle cases daily and respond in a timely manner via Zendesk
- Host video calls to assist with teacher trainings or troubleshooting
- Work with the aim of getting your inbox down to 0 at the end of the day
- Maintain a consistent message in alignment with the Edpuzzle brand
- Improve the quality of your responses, support resources (macros and help center articles), and overall user experience based on data
- Identify trends to suggest potential macros (customer support email templates) or articles for the Help Center
- Anticipate and reduce potential future cases
- Meet virtually with your manager to set tasks and goals
- Attend weekly team meetings
- Use Asana and Slack to manage tasks and communicate with the rest of the team
Requirements:
- Excellent verbal and written communication skills
- Email, phone, and video chat skills
- Strong analytical and problem-solving skills
- Strategic thinker: You’re unafraid to use data to problem-solve and inform your decisions
- Ability to function well in a high-paced and at times stressful environment
- Flexible and willing to adapt quickly
- Unintimidated by new technology and a fast learner
- Bold – Go forward with confidence: You always move forward with confidence without dwelling too much on prior mistakes or over-celebrating prior successes
- Avid learner – Stay curious: You stay curious and explore new ideas. You are proactive and enjoy adding “new tools” to your skills and knowledge
- Dedicated – Love what you do: You are enthusiastic and love what you do as well as you are uncomfortable staying too long in your comfort zone
- Good-natured – Treat others with respect: You treat others respectfully, equally, and fairly. Your morals and ethics do not bend while being able to adapt to different situations
- Edpuzzler – Two brains think better than one: You know that two brains think better than one and take advantage of that to solve common goals. You solve issues together and celebrate together
- Resourceful – Attack the problem from a new angle: You are resourceful and you find creative solutions no matter what the constraints are, even if you have to invent a solution from scratch by your own initiative