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.
