Customer Support Specialist (San Francisco or Remote - US Pacific Time to Eastern Time)

NoRedInk - San Francisco, CA - Full time

NoRedInk helps students learn to write in more than 50% of US school districts. When those learners or their teachers run into technical issues or need help, they rely on our support team to unblock them and ensure their success on our site. We’re looking for an effective, efficient, and empathetic communicator to craft answers to customer emails, document technical issues, collaborate with our product and engineering teams, and enable our users to have the best possible experience. Your work will positively impact millions of students and help teachers successfully unlock the written word for learners throughout the world.

Responsibilities

  • Provide ongoing support to teachers and students by answering customer emails and documenting questions and feature requests
  • Become an expert on our product and effectively pass on that product knowledge to our customers
  • Track and analyze data on support issues and feature requests
  • Advocate for NoRedInk’s users and work with our product and engineering teams to eliminate pain points and squash bugs
  • Implement process improvements to streamline our delivery of customer support
  • Author and maintain our Help Center articles

About You

  • You have 2+ years of experience in a customer support role for a technology company
  • You have a strong interest in education and an ability to deeply empathize with teachers and students
  • You’re a skilled troubleshooter, able to thoughtfully problem solve, accurately diagnose issues, and thoroughly document information to help us eliminate user pain points
  • You have extremely strong written communication skills
  • You’re organized and attentive to detail
  • You’re tech-savvy and familiar with a variety of operating systems, including Windows, Macintosh, Android, and iOS
  • You want to work at a small startup as part of a dedicated and talented team moving through uncharted teaching territory

Bonus points if…

  • You have experience using Zendesk
  • You have experience working in education
  • You have experience with data analysis, especially MySQL

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

NoRedInk

NoRedInk helps millions of students in grades 5-12 become better writers. Our adaptive curriculum guides learners through a continuous process of skill-building, feedback, and revision and delivers actionable performance data to teachers and administrators.

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