Senior Technical Support Specialist

Amira Learning - Remote - Full time

Senior Technical Support Specialist

REMOTE (US ONLY) / CUSTOMER SUCCESS / FULL-TIME

About Amira Learning:

Our Mission and Opportunity

Learning to read is one of the greatest determinants of life outcomes, yet only 34% of third graders can read proficiently. Amira Learning combines decades of research on the science of reading to produce the first intelligent reading assistant. Amira is an interactive tutor (Amira) who listens, assesses and accelerates reading mastery. She gives teachers meaningful insights into their students’ reading abilities and helps emerging readers grow into motivated and masterful ones. Positioned to solve the global challenge around education and literacy, Amira has garnered top EdTech awards (CODIE Finalist, Extreme Tech Challenge Award, ISTE Best of Show, and SXSW Finalist) and potential to impact thousands of educators and millions of students worldwide.

Our Team

A fully remote team, we are passionate, talented, and customer focused. Our exceptional investor group includes Owl Ventures, Vertical Venture Partners, GSV Accelerate, Houghton Mifflin Harcourt, Rethink Education, Google, and Amazon. We believe that everyone — from our employees to the students, teachers, and school system leaders we serve — should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all its forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who you are:

You are the critical link between customers and the creators of Amira’s software. You will manage, contextualize and synthesize a broad range of customer issues and prioritize actions for our engineering team. You train technical support representatives as they are working directly with customers to reduce escalated customer tickets and disseminate troubleshooting best practices. You are instrumental in defining the initial Knowledge Base process as well as writing, editing, and ensuring the knowledge base is up-to-date. You will work with the rest of the Amira organization to uncover new ways to improve our product and make Amira the tool students use to practice reading.

What you’ll do:

  • Resolve technical escalations, including identification of cause and issue resolution
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Set up our Tier 2 and 3 systems for success
  • Provide well-thought out direction to help customers deploy and maintain Amira products
  • Author and review knowledge base content to promote support scalability and improve self-service capabilities
  • Own driving global product or implementation issues to a resolution or decisions
  • Craft a broad range of process improvements, including designing analytics, within the Support Team
  • What You'll Need to Succeed:

  • 2 or more years of experience in customer support or a related customer-facing role, with at least 2 years in a technical role
  • Experience in developing and debugging client-side code using browser tools
  • Experience supporting SaaS applications, education assessment technology products a plus
  • Passion for solving customer issues and advocating for their success
  • Excellent relationship with management and ability to provide stellar customer service in multiple forms (written, conference calls, in-person)
  • Flexible approach, able to operate effectively with uncertainty and change
  • Knowledge of Python, HTML, CSS, Javascript a plus
  • This is an execution-oriented role with a reasonable amount of routine work and long hours
  • Hours are roughly 8am-5pm Central Time
  • What Amira offers

  • Competitive salary
  • Large company-level benefits
  • Meaningful stock option ownership
  • The opportunity to help children around the world reach their full potential
  • Amira Learning is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factor.

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    Role

    Customer Implementation / Customer Success

    Experience Level

    Mid Level

    Amira Learning

    Amira Learning has created the first intelligent reading assistant. Amira listens, assesses and accelerates reading mastery. Positioned to solve the global literacy challenge, Amira has garnered top awards (CODIE, Extreme Tech Challenge, ISTE) and potential to impact millions of students worldwide.
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