Customer Support Specialist

NovoEd - San Francisco, California - Full time

NovoEd is the leading provider of collaborative, peer-based learning. NovoEd’s cloud-based learning delivery platform enables the creation, curation, and delivery of engaging learning programs. The NovoEd platform makes it possible to scale the best of in-person training online across a global workforce and to enhance the quality and impact of the learning experience. NovoEd’s customers include mid-size enterprises, Fortune 500 companies, executive education providers, non-profits, and universities.

We are hiring a Customer Support Specialist whose primary duty will be to provide fast and friendly support and to our clients. Although the role will require independent work directly related to technical troubleshooting and user experience support, the position will be an integral member of the Customer Success team. The Customer Support Specialist role requires the ability to work cross-functionally with distributed teams.

This position will require motivation to learn the NovoEd technology quickly and fully, and you will be expected to help our customers solve their technical issues and find answers to their questions via email, video screen-sharing calls, and, eventually, live chat support. You will also contribute to customer enablement by helping to improve our Knowledge Base articles.

Responsibilities

  • Provide high-touch support to assist clients with product functionality questions
  • Help troubleshoot any technical or user experience issues, working with various internal teams to resolve these issues and/or provide solutions, ensuring support SLAs are met
  • Occasionally be on call for urgent issues that arise during non-business hours
  • Actively work to master the NovoEd platform, grasp new concepts and technologies quickly, and understand our application integrations (experience with HTML and CSS a plus)
  • Suggest updates to product documentation to make it more relevant, clear, and concise
  • Communicate customer feedback internally to improve product

Required Experience & Skills

  • Ability to master the NovoEd platform, grasp new concepts and technologies quickly, and understand our application integrations (experience with HTML and CSS a plus)
  • Ability to work independently
  • Customer-centricity
  • Strong written and verbal communication skills
  • Describing technical concepts to a non-technical audience
  • Troubleshooting technical errors with a modern web-based application
  • Attention to detail
  • Effective prioritization and multitasking

Preferred Experience & Skills

  • 1+ years technical support or similar customer-facing role
  • 1+ years working with Zendesk or similar support ticketing software
  • Experience working in a SaaS product company
  • Experience in education, EdTech, or corporate learning & development markets
  • Comfortable with HTML/CSS
  • Experience with data analysis

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Entry Level

NovoEd

At NovoEd, you can expect:

  • autonomy
  • professional growth
  • collaborative work environment
  • exciting company events
  • catered lunches from local restaurants
  • paid parental leave
  • work from home Wednesdays
  • commuter benefits
  • comprehensive health care coverage
  • 401K matching
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