Customer Support Specialist

Summary

Join our team as a Customer Support Specialist for SchoolsBuddy! This fully remote position, based in India, requires at least 2 years of customer support experience. You will provide online and onsite training, handle email and phone support, and ensure excellent service quality. The role involves supporting schools during APAC hours and contributing to help material improvements. Various career paths are available based on skill and interest. Competitive salary, professional development budget, and other benefits are offered.

Requirements

• Excellent verbal and written English communication skills
• High-energy and outgoing
• Fast learner, problem solver
• Detail-oriented, follows things through to completion, dependable
• Clear and engaging presentation skills
• 1-2 years experience in customer or technical support, implementation, customer success or account management, train the train
• Interest in EdTech and desire to make life better for students and schools
• Eagerness, competitive attitude, & ambition to achieve

Responsibilities

• Provide online training sessions for existing customers, potentially for new features or new use cases
• Update relevant internal systems with training notes and customer contact
• Follow up with customers to ensure successful adoption and offer further support
• Host live webinars with hundreds of guests, with clear communication & presentation skills
• Provide online training sessions on account set-up, you will occasionally need to travel for an onsite training within the APAC region
• Running email & telephone support operations, responding to support tickets from teachers, schools admins, students and parents
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

Preferred Qualifications

Additional APAC languages are a plus but not essential

Benefits

• Competitive salary plus eligibility for a sales team variable compensation plan
• Professional development budget
• Unlimited book budget
• Monthly health and wellness allowance
• Friendly atmosphere & team socials
• Fully remote position