Customer Support Representative, Schoolsbuddy - Remote Eligible

Customer Support Representative For Schoolsbuddy

We are looking for an energetic, persistent go-getter with at least 2 years prior customer support experience to join our team as a Customer Support Representative for SchoolsBuddy. In this role, you will be responsible for customer support operations in the Americas as part of our global customer support team. The right candidate will be a self-starter, able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work in the Colombia time zone (COT).

Our service commitment to schools encompasses global telephone and 24/5 e-mail support Monday through Friday, phone coverage, occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility for supporting our SchoolsBuddy schools during the Americas Support Hours.

SchoolsBuddy is a cloud based solution that is used by schools to manage the extra curricular aspects of a child's time at school. This might be their weekly after school activities, after school care, trips or sports matches. It allows parents to sign-up and give consent and provides schools with accurate attendance registers and a list of events for each user. It also provides the option to communicate with members of the school community about all the events.

What you'll learn in the first 30–45 days

• Product knowledge, the hows and whys of using SchoolsBuddy
• The nuts and bolts of SchoolsBuddy as a part of our business at Faria
• The role of and why good customer experiences matter
• The context and workflows of international schools and how to best support them
• Internalized Faria Habits & Routines.

• Internalized support & implementation processes encompassing.

Key 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 may occasionally need to travel for onsite training and events.
• 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

Over the course of a normal week, you would have:

• Responded to 100–200 support emails.
• Talked with 10–15 schools by phone.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.