Technical Support Agent

Have you always wanted to put your passion for education to use on the job? Would you like to work with an incredible team making an impact on learning around the world? If you answered yes, we can’t wait to meet you!Edpuzzle is a leading edtech company with offices in San Francisco and Barcelona and nearly 10 years of history helping teachers find and create exciting, interactive video lessons. Over 80% of U.S. schools and millions of teachers and students in 190+ countries around the world are already using Edpuzzle to make education more equitable and engaging.

About the role

We’re looking for our next Technical Support Agent to join the US-based team Technical Support Team at Edpuzzle. You’ll be responsible for assisting the Technical Account Manager, Product, and Customer Support team with user support with Edpuzzle’s technical aspects.

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!

About the job

• Handle complex second and third-level technical support issues that require in-depth technical expertise. (Canvas, D2l, Blackboard, and more…). Exercise discretion and independent judgment to effectively diagnose, troubleshoot, and resolve customer / technical issues while considering the unique needs and circumstances of each customer interaction.
• Handle technical cases, including those that have been escalated due to their complexity or urgency.
• Evaluate the severity of reported issues, allocate them to proper departments, and decide on strategies for resolving complex cases, while ensuring that customers’ concerns are addressed effectively, anticipating and reducing potential future cases.
• Assess each situation, collaborate with cross-functional teams, and determine appropriate actions, which could include expediting resolutions or involving the Product department’s team of experts.
• Help customers troubleshoot issues related to specific products or services; evaluate the technical aspects of reported problems, analyze logs or diagnostics, and independently recommend solutions or communicate feedback to Product teams for product improvements.
• Exercise discretion and independent judgment to properly and promptly notify the Legal team upon review: removal, flagging, and monitoring of inappropriate or copyrighted material.
• Work in tandem with Customer Support on support-related issues as assigned.
• Work closely with the TAM, Product, and Support team for any technical issue resolution.
• Provide prompt and accurate solutions to customer inquiries, troubleshoot problems, and address concerns to ensure a positive customer experience.
• Employ excellent communication skills to interact with customers via various channels, such as phone, email, chat, or video meetings, while maintaining professionalism and empathy.
• Develop strong relationships with customers and promote long-term customer loyalty by actively listening, understanding their needs, and offering personalized assistance.
• Identify opportunities to introduce customers to complementary products or services, enhancing their overall experience and contributing to increased sales revenue.
• Maintain detailed records of customer interactions, issues, and solutions in a structured manner, enabling easy reference for both customers and the internal team.
• Serve as the bridge between customers and internal teams by relaying customer feedback, suggestions, and pain points, contributing to product/service improvements and enhancing overall customer satisfaction.
• Serve as a brand ambassador, consistently delivering excellent customer service that reflects positively on Edpuzzle’s reputation and fosters customer loyalty.
• Maintain a consistent message in alignment with the Edpuzzle brand.
• Identify trends to suggest potential macros (customer support email templates) or articles for the Help Center.
• Performs other duties as assigned.

About you

• You have at least 3 years of experience in any technical support capacity and providing remote customer support.
• You have experience working with sensitive User account information.
• You have a working knowledge of digital technologies and software.
• In this customer support role, your focus should be on combining product knowledge, communication skills, and problem-solving abilities, with a customer-centric approach to create exceptional experiences for customers while supporting the growth of the business.
• You communicate and present ideas effectively in different contexts and to different audiences.
• You are a strategic and creative thinker. You are both a results and detail-oriented person, flexible and welcoming to change. You create a strategic direction with an impact on the achievement of long-term objectives linked to the strategic decisions of the organization.
• You engage in reflective and independent thinking. You are an active learner and you use your ability to reason everything.
• You can forecast future needs, and brainstorm to find a creative solution for unexpected situations or complex business challenges that may arise in the day-to-day.
• You are self-disciplined and settle well into established systems and structures. You analyze which steps are needed and in which order, going down to the smallest details so that the work is delivered effectively.
• You collaborate well with others and are always willing to share relevant information, knowledge, and work tactics with colleagues to achieve a common goal.
• High school diploma or equivalent. 

Bonus skills

• Knowledge or understanding of Edpuzzle products and what we do.
• Experience providing telematic 2nd-line support to teachers, schools, and districts around the world: including, but not limited to, product setup, integration settings, and network configuration filters.
• Zendesk, Salesforce, and/or other similar CRM knowledge
• .… or another amazing skill you bring to the table that we haven’t thought of yet!

What’s it like to work remotely?

• Work from the comfort of your own home
• Meet with your manager and team via video calls on Google Meet or Slack 
• Connect with coworkers via Slack (with channels for work and for fun!) 
• To enjoy our remote work policy, you’ll need high-speed internet access

What we offer

• Competitive salary at $24.00-$28.00 per hour and a yearly salary review based on performance
• Medical, vision, and dental insurance401(k) matching
• 14 paid holidays and flexible PTO
• Work from home stipend
• Team building events during working hours
• Incredible opportunity to grow, learn, and build lifetime bonds with other passionate people