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Customer Support Specialist II at Nearpod
Miami, FL, US / Fort Lauderdale, FL, US

The Customer Support Specialist will serve as a main point-of-contact to the company’s client base for all support-related issues. The ideal candidate will have exceptional customer focused service skills as well as the ability to communicate effectively with educational staff. In addition to demonstrating basic technical skills in all types of devices, experience troubleshooting mobile technologies is essential. Quick problem solvers with the ability to prioritize daily tasks will thrive in this growing, fast-paced environment.
 
Responsibilities:
  

  • Ability to answer and solve effectively all customer related issues
  • Quickly respond to all incoming tickets be it via inbound, chat, or phone
  • Time management in high speed environment to accomplish all goal assigned
  • Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team
  • Effective oral and written communication skills are a must
  • Handle support ticket escalations, keeping product engineers and leadership updated on situations
  • Improve productivity by automating common Q/A, identifying issues to the Product team and report trends to the leadership team
  • Complete additional tasks as needed
  • Understands and care for any customer concerns until each issue is resolved in its entirety, including providing responsive feedback

 
Requirements:
  

  • Minimum 3-5 years of customer support experience required
  • Bachelor’s degree required (Computer Science or similar preferred)
  • Experience with SaaS
  • Exceptional customer service skills
  • Educational Technology background is a plus
  • Excellent communication and people skills
  • Thrives in working in a fast-paced startup environment
  • Excellent attention to detail and quality
  • Ability to successfully self-manage multiple tasks
  • Expert typing skills
  • Experience with Salesforce and Intercom a plus
  • Minimum 40 WPM typing 



Employment Requirements: Must be authorized to work in the U.S. without restrictions
 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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