Driven by the mission to democratize education, Paper is the largest provider of educational support, supporting millions of students through partnerships with thousands of school districts. Paper helps deliver true educational equity through their category leading Educational Support System (ESS) that offers virtual access to 24/7 tutors and essay reviewers. Founded in 2014, Paper philosophically believes that all students should be given the tools and resources to reach their academic potential, independent of socio-economic status, geography, language or other barriers. We are headquartered in Montreal, Quebec with remote employees across the US and Canada. Paper is proud to have been named by GSV as one of the most transformational growth companies in digital learning.
As a Customer Support Agent, you’ll be responsible for delivering exceptional customer service to our end-users via multiple communication channels. You’ll be serving as a Paper platform expert internally and externally. Responsibilities for this role include supporting internal and external users to use the Paper product successfully. To thrive in this position, you’ll need to be an outstanding communicator who understands the importance of empathizing with the customer and answering their questions as efficiently as possible.
This is a part-time position, and you will be required to work on a 9 am – 2 pm EST schedule.
Responsibilities:
Be the in-house expert on the services and products that Paper offers and provide support in a timely, friendly, and empathetic matter.
Ensure data privacy and security practices are followed at all times.
Multitasking while interacting with multiple platforms to obtain information and resolve issues (Zendesk, Jira, Salesforce, Monday.com, partner platforms, among others.)
Supporting internal and end-users with various inquiries, answering questions, and internally escalating product and technical issues in a multi-channel environment (phone, ticketing/email, and chat).
Identify and share customer trends and product feedback to improve the customer experience and drive further retention and satisfaction.
Collaborate on maintaining internal department documentation(process docs, templates, etc.)
Meet weekly Service Level Agreements (SLAs) and hit performance metrics (KPIs.)
Collaborate on the department’s growth and improvement projects.
Qualifications:
3+ years of experience with customer support for a SaaS platform.
Deep understanding of software such as Zendesk, Jira, and Salesforce.
Comfortable working in a multi-channel environment.
Experience in customer technical support and handling escalations.
Post-secondary diploma or equivalent experience required.
Customer-focused: Exceptional customer service skills. Capable of handling difficult customer situations and reaching a favorable resolution.
Outstanding communicator: Strong interpersonal communication skills, can communicate effectively in all capacities; written, oral, and even over Zoom.
Exceptional problem-solver: Proven track record of complex and creative problem solving with the vision to work both tactically and strategically.
Go-getter: Proven ownership and bias for action; ability to move quickly and decisively to resolve an incident and prevent it from recurring.
Team-player: Demonstrated experience working with cross-departmental teams with proven collaboration skills.
Results-oriented: Have a proven track record of delivering projects in a complex and ambiguous environment.
Autonomy: The ability to work efficiently without supervision.