Customer Support Specialist

Chalk Schools - San Francisco, CA - Full time

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We are looking for a growth oriented Customer Support Specialist to be the primary first-line source of knowledge and support for all users at our partner schools and districts across the country, as they transition their critical processes online and build operational capacity for their organizations.

This is an exciting, fast-paced role. You will be on the front lines handling all inbound support requests and representing an innovative new brand, while also working closely with the rest of the customer impact team and our sales, product, and marketing teams to develop strategies that ensure success for all users. We strive to be thought leaders in the K-12 education technology sector and we are excited to define best practices for the entire industry, with your help.

As a Customer Support Specialist, you will deeply understand our partners' pain points and efficiently solve their most difficult day-to-day challenges. You will exercise strong judgement as you troubleshoot issues with all levels of district staff and use strong prioritization and organizational skills to handle complexity and volume. You are proactive and love building and improving upon processes and systems. The strategies you help develop will ensure that we deliver the highest quality service as we scale, not only from within the customer impact team, but from every function within Chalk Schools. Your passion and perseverance will help K-12 schools and districts accomplish what they never thought was possible.

Responsibilities:

  • Serve as the first line of support for all inbound requests (calls, chats and emails) from users across all of the schools and districts that we work with
  • Troubleshoot product and process-related issues and drive them to resolution, escalating issues to other team members or the engineering team when needed
  • Continuously define, document and improve Chalk Schools’ support processes and best practices, alongside team leadership
  • Obsess over systems and data integrity in order to enable product and process related analysis and learning across the company
  • Assist the product team with quality assurance testing for new features, as needed

Requirements:

  • Minimum 1 year of professional work experience; experience in a product support, training or customer service role preferred
  • Motivated by helping and empowering others
  • Demonstrated ability and inclination toward self-directed learning, balanced with a commitment to constant team collaboration and problem solving
  • Demonstrated ability to jump right in and master technical concepts and systems quickly
  • Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
  • Strong judgment and the ability to handle sensitive and confidential information with discretion
  • Positive attitude - naturally enthusiastic, you stay optimistic even when the going gets tough
  • Technical competence to manage web-based troubleshooting, helpdesk software, and online collaboration tools; Zendesk experience is a plus
  • Proven capacity to problem solve quickly and prioritize “quick wins” over perfection
  • Clear and concise communicator — the ability to boil down product and engineering jargon into simple and concise customer communications

Bonus:

  • Experience working in K-12 education
  • Experience working at an early stage, high growth startup
  • Strong interest and passion for using technology to solve societal problems

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Chalk Schools

At Chalk Schools, we are committed to freeing school administrators to run their districts at their best. By bringing their mission critical processes online, districts across the country are moving away from the inefficiency and unreliability of paper with our platform. Our diverse team comes from a variety of backgrounds, but we all share a deep passion for K-12 education and bringing technology to traditionally underserved communities.

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