Customer Support Representative
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Job Description
Customer Support Representative handling customer support operations for OpenApply in the Americas. Responsible for managing support tickets, training sessions, and ensuring service quality with a remote team.
Responsibilities:
- Running email & telephone support operations, responding to support tickets from teachers & schools admins
- Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training and events.
- Leading our new clients through the OpenApply implementation process, for training on and using the system.
- Hosting live webinars with hundreds of guests, with clear communication & presentation skills
- Ensuring that our quality of service (e.g. support request times and resolutions) is maintained at levels of excellence
- Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
- Providing Quality Assurance (QA) testing for new feature deploys
- Devising ways to improve our help and support materials
Requirements:
- 2+ years experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
- Strong written and oral English communication skills with careful attention to detail.
- Fluency in Spanish
- Interest in EdTech and desire to make life better for families and schools.
- Eagerness, competitive attitude, & ambition to achieve.
- Demonstrated competence / Self-learning.
- Product Management experience is beneficial but not required.
- Anticipate 15-20% travel, though it may be more or less depending on personal preference.
- Right to work in Colombia.
Benefits:
- $12,000 to $15,000 annual salary*
- Remote work flexibility with international team collaboration
- Professional development opportunities and training programs
- Exposure to international education technology industry
- Career advancement within growing global company
- Comprehensive onboarding and mentorship program
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