Customer Support Representative, OpenApply

We are looking for an energetic, persistent go-getter with at least 2 years prior customer support experience to join our team as a Customer Support Representative for OpenApply. In this role, you will be responsible for customer support operations in Poland as part of our customer support team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work during the Europe Time Zones.

Our service commitment to schools encompasses global 24-hour telephone and e-mail support Monday through Friday, occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility for supporting our OpenApply schools during the EMEA Support Hours (available to work 9-6 CET).

OpenApply is an admissions management system & CRM serving over 800 of the world’s leading international & independent schools, supporting the applicant from discovery & enquiry to admissions & enrollment.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using OpenApply
• The nuts and bolts of OpenApply as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of international schools and how to best support them

Future Milestones

• Internalized Faria Habits & Routines.
• Internalized support & implementation processes encompassing.
• Proven Commitment during Crisis.

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from teachers & schools admins
• Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training and events. 
• Leading our new clients through the OpenApply implementation process for training on and using the system.
• Hosting live webinars with hundreds of guests, with clear communication & presentation skills
• Ensuring that our quality of service (e.g. support request times and resolutions) is maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

Over the course of a normal week, you would have:

• Responded to 150–300 support emails.
• Talked with 20–30 schools by phone.
• Set up 1-5 school accounts.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Requirements

Prior Experience & Requirements

• 2+ years experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
• Strong written and oral English communication skills with careful attention to detail.
• Preference for fluency in EMEA languages (Spanish, French, German, Portuguese and/or Arabic) but not required.
• Interest in EdTech and desire to make life better for families and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience is beneficial but not required.
• Anticipate 15-20% travel, though it may be more or less depending on personal preference.
• Right to work in Poland.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Basecamp, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks. 
• Improvement is based on feedback and observation from others.
• Online Presence & Responsive Communication.
• Customer-empathy and quick resolution
• Responsibility and ownership of tasks and projects. 
• Collaboration across teams and timezones. 
• Success Metrics
• Number of tickets solved & tr