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)
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.
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
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.