Customer Support Specialist

Customer Support Specialist

Role Description: The Customer Support Specialist independently manages tasks and supports customers by assisting with onboarding, handling inquiries, and resolving basic issues. Focused on meeting customer engagement goals such as email responsiveness and ticket resolution times, in this entry-level role, you will emphasize excellent service and support.

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 1 year old, and more than 2.5 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at https://www.magicschool.ai and connect with our passionate community on our wall of love at https://love.magicschool.ai/all.

Responsibilities: In this role, you are responsible for the following outcomes:

• Outcome: Enhanced Customer Satisfaction via the help desk

  • Ticket & Issue Management: Monitoring, prioritizing, and responding to support tickets in a timely manner, ensuring that all customer concerns are addressed promptly and accurately. Diagnosing and troubleshooting common problems, providing clear instructions or solutions to customers, and escalating complex issues to higher-level support when necessary.

  • Knowledge Base Maintenance: Updating and maintaining the help desk knowledge base with relevant articles, FAQs, and troubleshooting guides to assist both customers and support team members.

• Outcome: Drive customer retention via support in creation of trainings

  • Content Development: Assisting in the design and creation of training materials, including user guides, tutorials, and instructional videos, to support customer onboarding and product usage.

  • Curriculum Design: Collaborating with subject matter experts to develop comprehensive training programs and educational content that address common customer challenges and product features.

  • Content Review and Testing: Reviewing and testing training materials for accuracy, clarity, and effectiveness, ensuring that content is up-to-date and aligned with customer needs and product updates.

  • Feedback Integration: Gathering and incorporating feedback from customers and team members to refine and improve training materials and ensure they meet the needs of diverse audiences.

  • Delivery Support: Assisting in the delivery of training sessions, webinars, and workshops, and providing support materials to enhance the learning experience for customers and internal staff.

  • Documentation: Creating and maintaining documentation for training materials, including updates and revisions, to ensure consistency and accessibility for users and team members.

Qualifications/Competencies/Skills:

You will bring these skills:

• Excellent Communication Skills: Ability to clearly and effectively communicate with customers through various channels, including phone, email, and chat.

• Problem-Solving Skills: Proficiency in identifying issues, analyzing problems, and finding effective solutions quickly and efficiently.

• Empathy and Patience: Demonstrating understanding and patience when dealing with customer concerns, ensuring a positive and supportive interaction.

• Technical Proficiency: Familiarity with customer support software, CRM systems, and basic troubleshooting for products or services.

• Time Management and Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and ensure timely responses to customer inquiries.

Experience:

You will bring these experiences from your past:

• Worked in education as a classroom teacher

As an ideal candidate, you may also be:

• MagicSchool Pioneer/user

• Have a social media presence with MagicSchool expertise

Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, and vision/dental insurance.

Application Notice:

Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until 8/5/24