Technical Support Associate

Quill.org - New York or Remote - Full time

Technical Support Associate

Location: Greater New York City Area or Remote

About Quill.org:

Quill.org’s free online tools help low-income 3rd-12th grade students become strong writers and critical thinkers. Teachers are provided with free access to our research-based curriculum, and students are provided with immediate feedback on their writing, enabling them to revise their work and quickly improve their skills.

There are 30 million low-income K-12 students in the United States who struggle with basic writing, one of the most important skills people need to improve reading comprehension and advance critical thinking. Our goal is to help at least 10 million low-income students become strong writers and critical thinkers within the next five years, and we have already helped 4 million students by enabling students to write and receive feedback on more than 600 million sentences! Quill is supported by major foundations like Google.org and the Bill & Melinda Gates Foundation, among others.

About this role:

At Quill, we’re passionate about our mission and the teachers and students we serve. Likewise, we bring that same passion to creating a workplace environment that exemplifies our core values.

As a Technical Support Associate, you will use your communication and technical skills to effectively troubleshoot bugs/issues and answer questions that our users have, using our support platform Intercom. You will work with teachers, administrators, and even students at all stages of the customer lifecycle. As a member of the partnerships team, you will also provide additional support for district and school onboarding when needed, especially during back to school season (August-October).

You will also play a key role in refining the partnerships team support processes and procedures, thus ensuring quality customer service experiences for our users. The ideal candidate will have a passion for K-12 education, customer satisfaction, and experience working with technology. We encourage educators who want to make the jump into educational technology to apply!

This is a full-time, salaried position (45-60k, commensurate with experience), beginning in July 2021. Candidates may either be fully remote (anywhere in the US) or have the option to report to our NYC office (re-opening in October 2021). Quill also provides a robust benefits package and professional development/ training opportunities.

To apply, please send the following: a resume highlighting your relevant experience and any writing sample(s), such as blog posts, essays, or anything else you would like to share. All materials should be sent to Christina Collins-Berry, Managing Director of Partnerships, at jobs@quill.org.

What You'll Be Doing:

  • Communicating with our users (primarily teachers) and providing timely Quill expertise and knowledge via Intercom, our customer support platform
  • Troubleshooting issues, reproducing bugs, and communicating teacher/student feedback
  • Conducting our public, introductory webinars using Zoom and/or Nearpod
  • Providing Zoom backup to instructional coaches during large virtual professional development sessions
  • Writing articles for our Teacher Center detailing site content updates
  • Working collaboratively within the partnerships team and across teams to document customer feedback and create customer solutions and best practices via the applications Notion and Canny.
  • Acting as a Quill ambassador, successfully listening to and serving our teachers and students

Required Experience:

  • BA/BS Degree
  • Demonstrated ability to solve technical problems by researching solutions
  • Demonstrated ability to multi-task and learn new systems, products, and/or tools with relative ease
  • Demonstrated ability to take initiative and go the extra mile for people by understanding their needs and coming up with solutions
  • Strong written and verbal communication skills
  • Strong analytical, diagnostic, and problem-solving skills
  • Collaborative mindset, but can also work independently

Optional - Nice to Have Experience:

  • Teaching background - 1+ years teaching students
  • Technical background- Previous experience using various EdTech or SaaS tools
  • Customer service background - Previous experience in a customer service role

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

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