Technical Support Agent
24 Nov, 2022
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 Technical Support Agent to join the 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.
The Technical Support Agent is responsible for assisting the Technical Account Manager, Product, and Customer Support teams for user support on Edpuzzle’s technical aspects. This role will work closely with these departments to ensure user satisfaction. The Technical Support Agent should be able to satisfy Support and User queries in a timely manner and train others to use our products. To be a successful Technical Support Agent, you should have excellent technical and analytical skills and knowledge. The Technical Support Agent will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software. The Technical Support Agent will also serve as an additional backup to Customer support, working regularly assigned cases of a non-technical nature.
Responsibilities Become an Edpuzzle expert Handle cases daily and respond in a timely manner via Zendesk Be willing to work a flexible schedule Work in tandem with customer support on support-related issues as assigned Work closely with TAM, product, and support team for any technical issue resolution Work with the aim of getting your inbox down to 0 Maintain a consistent message in alignment with the Edpuzzle brand 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 Work from the comfort of your own home and meet virtually with your team /manager as required to set routine expectations Use Asana and Slack to manage tasks and communicate with the rest of the team
Requirements Confidentiality: experience working with sensitive user account information Technical background: a working knowledge of digital technologies and software Edpuzzle product: knowledge or understanding of Edpuzzle products and what we do School experience: provided telematic 2nd line support to teachers, schools, and districts around the world including, but not limited to, product setup, integrations settings, and network configuration filters Experience using Zendesk or other CS tools Experience with macros and Help Center articles
Physical Requirements Prolonged periods of sitting at a desk and working on a computer High-speed internet connection 40 hours per week working CST time zone (with mandatory weekend issue awareness)
About remote position Work remotely from the comfort of your own home or chosen workspace Receive guidance from your manager & ask all the questions you need Meet with your manager on a weekly basis to review status & brainstorm new projects to accomplish goals Set daily tasks with your manager initially, over time becoming more autonomous & proactive in proposing new ideas to reach goals
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 & Washington
Education and experience Minimum of 3 years prior experience in ANY technical support capacity Minimum of 3 years prior experience providing remote customer support Experience in technical and customer support
Benefits Competitive salary at $50,000 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!