Support Specialist

BrightBytes - San Francisco, CA - Full time

BrightBytes - San Francisco, CA - Full time

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About BrightBytes

BrightBytes improves learning for millions of students globally through the use of learning analytics and industry research. The company's flagship product, called Clarity, is an online platform that gives educational leaders everything they need to make faster, better decisions in schools. More than 10% of U.S. schools use Clarity, and hundreds more purchase the platform every week.

BrightBytes is a mission-driven organization founded by educational practitioners, education researchers and industry experts who care deeply about the education space. One of the founders is Rob Mancabelli, an internationally recognized thought leader in the field of educational leadership and the co-author of the award-winning book, Personal Learning Networks. BrightBytes hires mission-driven individuals who are eager to apply their educational expertise in a fast-paced, fun, entrepreneurial environment that delivers the tools that educators need to improve children's lives.

The Operations team is committed to enabling other teams do what they do best, better – through data-driven decisions and repeatable, scalable and sustainable processes. We are looking for an analytical and innovative Support Specialist who will be responsible for responding to customer inquiries efficiently and professionally, while providing exceptional customer support.

Primary Responsibilities 

● Troubleshoot, investigate, and resolve customer issues

● Keep customers and internal teams appropriately informed and updated when incidents arise

● Navigate the decision tree, escalating supports accordingly (e.g. to support manager for bugs)

● Contribute to development of support documentation, customer help center, and internal training programs

● Report on metrics and thoughtfully recommend solutions for common issuesIdeal Candidate

● Passionate about education, product, and customer service

● Extremely organized and attentive to detail

● Strong interpersonal, project management and communication skills with a team-first attitude – excited to work collaboratively across departments

● Tech and data savvy

● Embodies the BrightBytes values: Mission-driven, Passionate, Collaborative, Leader, Owner, Curious, Smart

Required Qualifications

● 2+ years experience as a Support Agent, Customer Service Representative, or similar role

● Have a proven track record of organizing and prioritizing against competing needs

● Have excellent written and oral communication skills

● Is proficient at Excel

● Bachelor’s Degree required

Preferred Qualifications

● Experience using ZenDesk or a ticket-based tool

● Experience with tiered levels of support

● Experience with PostgreSQL or similar database technologies

● Experience with Salesforce is a plus

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Role

Operations

Experience Level

Entry Level

BrightBytes

BrightBytes improves learning for millions of students globally through the use of learning analytics and industry research.

Apply for this job

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