Customer Support Agent

About us:

Have you always wanted to put your passion for education to use on the job? Would you like to be part of a Customer Support team where you’re really making a difference? If you answered yes, we can’t wait to meet you! We're looking for a Customer Support Agent to join our US-based team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. 

About the role:

The Customer Support Agent will respond to customer support tickets as well as host video calls with compassion and clarity to create an incredible customer experience. This role serves as the bridge between customers and internal teams by relaying customer feedback, suggestions, and pain points, contributing to improvements and enhancing overall customer satisfaction.

In this customer support role, you will leverage your strong communication skills and in-depth product knowledge to effectively aid customers in resolving inquiries, troubleshooting problems, and delivering solutions to ensure an exceptional customer experience with the ultimate objective of furnishing teachers and users with optimal online support, aligning with the overarching goal of providing the highest quality assistance.

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!

Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia and Washington.

• Become an Edpuzzle expert
• Primary area of focus will be  to exercise discretion and independent judgment to effectively diagnose, troubleshoot, and resolve customer issues while considering the unique needs and circumstances of each customer interaction
• Handle complex first level customer support issues daily and respond in a timely manner via Zendesk
• Host video calls to assist with teacher trainings or troubleshooting
• Work with the aim of getting your inbox down to 0 at the end of the day
• Maintain a consistent message in alignment with the Edpuzzle brand 
• Employ excellent communication skills to interact with customers via various channels, such as phone, email, chat, or video meeting, while maintaining professionalism and empathy.
• Improve the quality of your responses, support resources (macros and help center articles), and overall user experience based on data
• Identify trends to suggest potential macros (customer support email templates) or articles for the Help Center
• Anticipate and reduce potential future cases
• Meet virtually with your manager to set tasks and goals
• Attend weekly team meetings 
• Use Asana and Slack to manage tasks and communicate with the rest of the team

• 4+ years of relevant experience in online customer support roles
• 3+ years of experience working in remote teams
• 2+ years of experience with Zendesk 
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Experience with macros and help center articles
• Strategic thinker: you’re unafraid to use data to problem-solve and inform your decisions
• Good-natured: you genuinely care about the user experience. You’re empathetic and put yourself in customers’ shoes, many of whom may not be technically savvy 
• Ability to function well in a high-paced and at times stressful environment
• Flexible and willing to adapt quickly 
• Unintimidated by new technology and a fast learner
• High school diploma or equivalent
• Available to cover shifts between 5am – 6pm PST 

• 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

• Competitive salary at $19.52-$24.38 per hour
• Medical, vision, and dental insurance
• 401(k) matching
• Flexible PTO
• 14 paid holidays
• MacBook, monitor, and flexible work-from-home setup
• Incredible opportunity to grow, learn & build lifetime bonds with other passionate people

Edpuzzle is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Edpuzzle makes hiring decisions based solely on qualifications, merit, and business needs at the time.

References from previous employers will be requested from candidates during the selection process. If you'd like to be considered for this position, please apply below. We look forward to hearing from you!