Customer Support Representative - Remote

Overview

As a Customer Support Representative, you will handle escalated and complex customer issues that require in-depth troubleshooting and cross-team collaboration.

In Short

• Support customers through live chat, email, and video calls.
• Resolve complex technical issues, ensuring seamless user experiences.
• Use analytical skills and creative problem-solving to impact customer workflows.
• Actively listen and clarify issues to provide effective solutions.
• Turn customer frustration into confidence by diagnosing problems.
• Stay updated with product features and integrations through training.
• Grow expertise and share insights with customers and teammates.
• Work cross-functionally and contribute to training sessions.
• Shape better processes and improve the customer journey.

Requirements

• 2–3 years of experience in customer support or technical support.
• Experience in EdTech, SaaS, or technical support environments preferred.
• Strong technical troubleshooting and problem-solving skills.
• Advanced verbal and written communication skills.
• Comfortable with live video calls for troubleshooting.
• Ability to analyze trends in customer issues.
• Experience collaborating with teams like Product and Engineering.
• Familiarity with LMS platforms like Google Classroom and Canvas.
• Understanding of K-12 education technology is a plus.
• Experience with data analysis and basic scripting preferred.

Benefits

• Comprehensive medical benefits with employer contributions.
• Monthly tech stipend for WFH needs.
• Inclusive benefits for families, including parental leave.
• 401(k) plan with employer match for financial security.
• Flexible PTO and paid sick time off.
• Annual learning and development allowance.
• Opportunity to make a difference in education.