About the RoleWe're seeking a dedicated Customer Support Expert to join our team! This position will report to the Customer Support Manager. If you have experience in customer service or technical support roles in a contact center environment and are seeking to keep growing your career within a welcoming and positive team, then this opportunity is for you!In this role, you will:Provide a remarkable support experience in every interaction – via phone and email – to the broad spectrum of subscribers who use BrainPOP on different platformsAssist subscribers with a variety of issues that include but are not limited to diagnosing and troubleshooting technical issues, product usage questions, onboarding and product configuration, billing and subscription inquiriesPerform thorough, in-depth investigation into technical issues, identify the correct course of action, and log the steps taken to produce an accurate report of each issue and their resolutionWork cross-functionally with internal departments (Implementation, Sales, Editorial, QA, Product, Marketing, Finance) to ensure the efficient resolution of issuesHave constant interaction via Slack and Zoom with your peers and the team leadership to report emerging issues, request assistance, and prioritize or escalate user concernsUtilize your unique skills and abilities to make an impact on our team by working together on interesting and challenging projects within BrainPOPYou Are:An optimistic individual with strong interpersonal skills and an outgoing personalityPassionate about customer service excellence with superb communication skillsComfortable breaking down complex technical concepts into easy-to-understand instructionsA naturally curious person with a passion for finding and resolving technical issuesA self-starter with excellent organizational skills, able to work well independently and with multiple teams from different technical backgroundsOn Your Resume:2+ years of experience in technical support or customer service roles in a contact center environment or virtual/remote teamsExperience managing tickets in Zendesk (or similar) and JIRAFamiliarity with Google Workspace applications (Slides, Sheets, Docs, etc) and SlackFamiliarity with SalesforceAble to demonstrate a depth of knowledge on third party integrations (from implementing to troubleshooting)Expertise in writing bugs tickets and feature requestsProven ability to handle complex scenarios with high level administrators from schools and districtsA Strong Plus:Familiarity with common SSO integrations such as Clever, OneRoster, Google, and LTIExperience in the education or edtech fieldsMultilingual Location:The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.We can employ individuals residing in the following approved hiring states*:CaliforniaConnecticutFloridaGeorgiaIllinoisMassachusettsMissouriNew JerseyNew YorkNorth CarolinaOregonPennsylvaniaTennesseeTexas
