About the Role
We’re excited to welcome a Customer Support and Implementation Specialist to join our growing team. This is an entry-level position for someone who is interested in moving into a Customer Success role. We’re looking for a natural problem solver, exceptional communicator, and someone who will play a critical role in supporting our growing customer base with implementation and ongoing support. This position will report directly to the Director of Customer Success and will be an integral member of both the Customer Success and Implementation team, collaborating with all members on an ongoing basis.
About Education Modified
Education Modified is an award-winning collaboration platform for K-12 schools and districts to better serve special populations of students. Founded by veteran NYC public school teachers, our mission is to elevate special education practices by bringing schools the technology they need to improve academic outcomes, beyond regulatory compliance.
Responsibilities:
-
-
- Manage the daily operations related to incoming support requests and tickets from our customers via our helpdesk ticketing system to ensure timely resolution
- Manage help center knowledge base by maintaining and producing new content relevant to product features and customer requests
- Assist in improving and developing processes to further improve our customers’ experience
- Monitor and identify usage trends to identify opportunities for support and greater product adoption.
- Collaborate with the Customer Success Managers and Product team to provide customer feedback on successes and challenges our customers experience when using our platform.
- Support the Implementation Manager with the onboarding of new school partners
-
Requirements:
-
-
- 1-2 years of experience in a customer facing role
- Superior customer service and people skills required
- Proficiency with Excel required
- Must be detail-oriented, a natural problem solver, and meet deadlines
- Prior project management experience (preferred, but not required)
- Ability to analyze and resolve problems quickly and efficiently
- Must have the ability to multitask and prioritize ongoing tasks
- Excellent written and verbal communication skills
- Familiarity with help desk ticketing systems, like HelpScout or Zendesk preferred
- Ability to work independently and collaboratively with team members and clients
-
Benefits
-
-
- Full-time salaried position
- Benefits package
- Remote position (work from home)
- Fast paced, quickly growing Edtech startup
- Flexible schedule
- Career advancement opportunities
- Competitive, passionate atmosphere
-