Customer Support Representative - Remote

Overview

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support experience to join our team as a Customer Support Representative for OpenApply. In this role, you will be responsible for customer support operations in Colombia as part of our customer support team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work during the LATAM Time Zones.

In Short

• Running email & telephone support operations, responding to support tickets from teachers & schools admins
• Providing one-to-one online training sessions on account set-up, or how to best use a specific feature
• Leading new clients through the OpenApply implementation process
• Hosting live webinars with hundreds of guests
• Ensuring quality of service is maintained at levels of excellence
• Making customers happy under pressure
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve help and support materials
• Responding to 150–300 support emails weekly
• Conducting 5–10 online trainings weekly

Requirements

• At least 2 years of prior customer support experience
• Strong communication skills
• Ability to work collaboratively in a team
• Willingness to travel for onsite training and events
• Experience with CRM and SaaS platforms
• Grace under pressure when dealing with challenging customers
• Strong problem-solving skills

Benefits

• Opportunity to work with a global team
• Experience in a leading admissions management system
• Training and development opportunities
• Flexible work hours within LATAM time zones
• Exposure to international schools and educational systems