Customer Support Rep I NP

at Renaissance in Wilmington, Delaware, United States

At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We have won numerous awards including EdTech Digest’s 2018 Company of the Year. Recently, we were acquired by Renaissance to support the shared mission of accelerating learning for all. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We’ve adopted a remote-first culture, and our diverse team is based across the US.

The Customer Support Rep I will serve as a key point of contact for Nearpod and Flocabulary support-related issues. The ideal candidate will have exceptional customer support skills and the ability to communicate effectively with educational staff via phone, email, chat, and virtual meetings. In addition to demonstrating technical skills in all types of devices, we require experience in efficiently guiding others to successfully use online-based education solutions over the phone, email, chat, and virtual meetings. Quick problem solvers with the ability to prioritize helping a large customer base will thrive in this growing, fast-paced environment.

Job Responsibilities

+ Ability to effectively resolve a large number of customer support-related issues/inquiries knowing that each engagement benefits educators and students.

+ Ability to self-research, and learn new features or updates involving the support of our core products of Nearpod and Flocabulary.

+ Ability to probe, identify, and document the scope of customer’s issue(s) and provide technical narrative accurately within support documentation and channels.

+ Ability to work comfortably within the Mac OS environment, Salesforce, Google Suite, MS Office, and additional internal software used to support the customer.

+ Quickly respond to all incoming tickets be it via phone, email, and chat.

+ Time management working in a remote environment to effectively accomplish all goals assigned.

+ Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team.

+ Demonstrate consistency in high-quality of support with customers while showing knowledge of both the product and our internal processes.

+ Ability to identify, document, and communicate any trends or issues for escalations internally or to other departments.

+ Participate in the ongoing education of our products to support our customers and provide feedback to the product development team.

+ Take an active part in providing and contributing to a positive team culture that is based remotely across the country.

+ Be comfortable educating, coaching, and positively supporting others.

+ Effective in innovating and adapting our support roles to the needs of an evolving educational customer base.

+ Train additional support members on product activation for high-volume seasons.

+ Ability to adapt to evolving duties and projects needed to fulfill the team’s needs.

+ Associate’s degree (Bachelor’s preferred) in information technology, instructional technology/design, education, or a related major.

+ Experience in K12, higher education, or EdTech preferred.

+ Experience with school and district terminology and hierarchy relationships with respect to structure and change management.

+ Experience with entitlement and license management.

+ 1-3 years of combined experience in customer-facing technology/data support.

+ Knowledge of Excel formulas, order of operations, and data types.

+ Experience using Salesforce preferred.

+ Demonstrated exceptional problem-solving and technical troubleshooting skills and practices.

+ Detail-oriented with an ability to self-manage a daily stream of incoming cases.

All your information will be kept confidential according to EEO guidelines.

Salary Range: $48,000-$50,000.

This range is based on national market data and may vary by experience and location.

Benefits:

+ World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth

+ Health Savings and Flexible Spending Accounts

+ 401(k) and Roth 401(k) with company match

+ Paid Vacation and Sick Time Off

+ 12 Paid Holidays

+ Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program

+ Tuition Reimbursement

+ Life & Disability Insurance

+ Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition () .

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For information about Renaissance, visit: