Offer summary

Qualifications:

Bachelor's Degree or higher, Excellent verbal and written communication skills in English, Strong problem-solving abilities and technical aptitude, Experience or willingness to learn data analysis and basic programming..

Key responsabilities:

Answer customer support tickets and troubleshoot technical issues for a diverse client base.

Identify and report bugs while communicating user feedback to prevent recurrence.

Write clear product support guides and technical documentation for self-service.

Participate in special projects to enhance customer experience and streamline operations.

Job description

This is a remote position.

This company seeks a Client Support Associate to join their team and help transform the world of education. They need a passionate, self-driven, full-time associate excited to support a fast-growing software startup. You will interact daily with their clients, including learners, administrators, professors, and other staff primarily at higher-education institutions. Your responsibility will be to solve their challenges and ensure a positive experience using their software platform and community-focused approach to learning. You will join a world-class support team and receive mentorship from professionals in the fields of Support, Technology, Education, Sales, and more.

Responsibilities

Answering customer support tickets and troubleshooting technical issues with a diverse customer base (including learners, administrators, professors, and more).
Identifying and reporting bugs and communicating user feedback to avoid recurrence by addressing root causes.
Writing clear and concise product support guides and technical documentation (including media such as screen recordings, annotation, etc.) that enable customer support self-service.
Participate in special projects aimed at enhancing the customer experience and streamlining business operations.

Requirements

Excellent communication skills, both verbal and written, and fluency in English are required. The ability to convey technical information clearly and concisely to non-technical audiences is essential.
A high level of empathy and a customer-centric mindset, with the ability to listen and understand user experiences to foster positive interactions.
Exceptional problem-solving skills, with the ability to think critically and logically under pressure.
Technical aptitude and proficiency in troubleshooting web-based applications, APIs, or integrations.
Experience with or willingness to learn data analysis, query writing (e.g., in SQL), and basic programming.
As a mission-oriented education company we expect every employee to value education. In introducing yourself to clients, expect to be able to describe your “why” for working in an education company.
Bachelor's Degree or higher

Nice to haves:

Experience working in education or previous experience working at a software company.
Experience with visual communication (videos, graphics, etc.) to create user-friendly product documentation.