Two Chicks With A Side Hustle

  • 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.

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