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Customer Support Specialist


Position Overview



The Customer Support Specialist will serve as a key point-of-contact for Nearpod and Flocabulary support-related issues. The ideal candidate will have exceptional customer support skills and the ability to communicate effectively with educational staff via phone, email, and chat. In addition to demonstrating technical skills in all types of devices, we require experience with efficiently guiding others to successfully use online based education solutions over phone, email, and chat. Quick problem solvers with the ability to prioritize helping a large customer base will thrive in this growing, fast-paced environment.



Responsibilities

  • Ability to effectively resolve a large number of customer support related issues knowing that each engagement benefits educators and students.

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

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

  • Ability to work comfortably within the Mac OS environment, Salesforce, Google suite, and other internal software used to support the customer.

  • Quickly respond to all incoming tickets be it via phone, email, and chat.

  • Time management working in a remote environment to effectively 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 while showing knowledge of both the product and our internal processes.

  • Ability to identify, document and communicate any trends or issues for escalations internally or to other departments.

  • Participate in the ongoing education of our products to support our customers and provide feedback to the product development team.

  • Take an active part in providing and contributing to a positive team culture that is based remotely across the country.

  • Be comfortable educating, coaching and supporting others in a positive way.

  • Effective in innovating and adapting our support roles to the needs of an evolving educational customer base.





Requirements

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

  • Experience with navigating the product usage needs of an educator to support in-class or remote learning environments.

  • Experience in a customer guiding role(s) with proven success supporting over the phone, email, chat or in a classroom environment.

  • Exceptional communication skills including probing, gaining agreement and accurately documenting the customer issue(s).

  • Educational Technology background preferred.

  • Experience or Certification with Nearpod and/or Flocabulary preferred.

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

  • Thrives working in a fast-paced environment where you are motivated to help educators succeed with Nearpod and Flocabulary each day.

  • Excellent attention to detail and quality in customer responses internally and externally.

  • Ability to successfully self-manage a variety of tasks in multiple software systems while supporting a customer.





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.Show moreShow less


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