JOB DESCRIPTION:
We’re looking for a Customer Support Agent to join the US-based team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. The Customer Support Agent will respond to all customer support tickets as well as host video calls with compassion and clarity to create an incredible customer experience, all with the end goal of providing teachers and users with the best possible online support.
Wondering what it s like to work at Edpuzzle?
Picture a place where you can connect with your teammates, whether remotely or in person, whenever you need support. A place where one day you’re helping shape one of the biggest edtech platforms in the world, and the next day you’re doing a teambuilding activity with your coworkers. A place where everyone has been selected because they’re the best at what they do, and where your manager and team trust your decisions fully. A place where you’re encouraged to learn and grow because education is the cornerstone of everything we do. Check out the job details below to see if Edpuzzle could be the right fit for you!
What you’ll do:
Become an Edpuzzle expert
Handle cases daily and respond in a timely manner via Zendesk
Host video calls to assist with teacher trainings or troubleshooting
Work with the aim of getting your inbox down to 0 at the end of the day
Maintain a consistent message in alignment with the Edpuzzle brand
Improve the quality of your responses, support resources (macros and help center articles), and overall user experience based on data
Identify trends to suggest potential macros (customer support email templates) or articles for the Help Center
Anticipate and reduce potential future cases
Meet virtually with your manager to set tasks and goals
Attend weekly team meetings
Use Asana and Slack to manage tasks and communicate with the rest of the team
About you:
Excellent verbal and written communication skills
Email, phone, and video chat skills
Strong analytical and problem-solving skills
Strategic thinker: you re unafraid to use data to problem-solve and inform your decisions
Ability to function well in a high-paced and at times stressful environment
Flexible and willing to adapt quickly
Unintimidated by new technology and a fast learner
Bold – Go forward with confidence
You always move forward with confidence without dwelling too much on prior mistakes or over-celebrating prior successes.
Avid learner – Stay curious
You stay curious and explore new ideas. You are proactive and enjoy adding “new tools” to your skills and knowledge.
Dedicated – Love what you do
You are enthusiastic and love what you do as well as you are uncomfortable staying too long in your comfort zone.
Good-natured – Treat others with respect
You treat others respectfully, equally, and fairly. Your morals and ethics do not bend while being able to adapt to different situations.
Edpuzzler – Two brains think better than one
You know that two brains think better than one and take advantage of that to solve common goals. You solve issues together and celebrate together.
Resourceful – Attack the problem from a new angle
You are resourceful and you find creative solutions no matter what the constraints are, even if you have to invent a solution from scratch by your own initiative.
Education and experience:
High school diploma or equivalent
At least two years of related experience required
At least one year of Zendesk experience required
Bonus skills:
Expert experience using Zendesk or other CS tools
Experience with macros and Help Center articles
