- issues/inquiries knowing that each engagement benefits educators and students.
- Ability to self-research, and learn new features or updates involving the support of our core products of Nearpod and Flocabulary.
- Ability to probe, identify, and document the scope of customer’s issue(s) and provide technical narrative accurately within support documentation and channels.
- Ability to work comfortably within the Mac OS environment, Salesforce, Google Suite, MS Office, and additional internal software used to support the customer.
- Quickly respond to all incoming tickets be it via phone, email, and chat.
- Time management working in a remote environment to effectively accomplish all goals assigned.
- Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team.
- Demonstrate consistency in high-quality of support with customers while showing knowledge of both the product and our internal processes.
- Ability to identify, document, and communicate any trends or issues for escalations internally or to other departments.
- Participate in the ongoing education of our products to support our customers and provide feedback to the product development team.
- Take an active part in providing and contributing to a positive team culture that is based remotely across the country.
- Be comfortable educating, coaching, and positively supporting others.
- Effective in innovating and adapting our support roles to the needs of an evolving educational customer base.
- Train additional support members on product activation for high-volume seasons.