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Mid LevelFull-timeRustGoAIAPI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Representative to handle escalated and complex customer issues requiring in-depth troubleshooting and cross-team collaboration. This role involves working closely with internal teams to resolve high-level challenges and develop a deep mastery of Newsela and Formative products.
Key Responsibilities
- →Support customers through live chat, email, and live video calls
- →Resolve complex technical issues, including platform integrations and data syncing challenges
- →Use analytical skills and creative problem-solving to impact customers' day-to-day workflows
- →Actively listen to clarify issues, pinpoint root causes, and provide effective solutions
- →Stay updated with product features, integrations, and platform updates
- →Work cross-functionally with internal teams and contribute to training sessions
- →Shape better processes and improve the customer journey
Requirements
- ✓2–3 years of experience in customer support, technical support, or a related role
- ✓Experience in EdTech, SaaS, or technical support environments preferred
- ✓Strong technical troubleshooting and problem-solving skills, specifically with API-based integrations, SSO, and data syncing issues
- ✓Advanced verbal and written communication skills
- ✓Comfortable meeting with customers over live video calls
- ✓Ability to analyze trends in customer issues and escalate them appropriately
- ✓Experience collaborating cross-functionally with teams
- ✓Familiarity with LMS platforms like Google Classroom, Clever, Schoology, and Canvas
- ✓Understanding of K-12 education technology and classroom workflows is a plus
- ✓Experience with Salesforce OneCRM, Slack, Google Workspace, Jira, and Confluence
- ✓Experience with SSO and Identify Management Tools
Benefits
- ★Comprehensive medical benefits with employer contribution to premiums and HSA accounts
- ★Gym reimbursement, pet insurance, free access to the Calm app
- ★Fully remote company with monthly tech stipend
- ★Inclusive benefits including parental leave, fertility support, and adoption
- ★401(k) plan with employer match
- ★Flexible PTO, paid sick time off, company holidays
- ★Annual learning and development allowance
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