Customer Support Expert - New York, United States - BrainPOP

BrainPOP New York, United States

2 weeks ago

Description

For over two decades, BrainPOP has been trusted by educators and parents worldwide as a source of engaging and impactful learning experiences for all kids. With a presence in over two-thirds of U.S. districts through school and district subscriptions and an estimated annual reach of 25 million students, BrainPOP is empowering kids to take agency over their learning and excel in and out of the classroom.

The company was acquired in 2022 by KIRKBI, the family-owned holding and investment company of the LEGO brand, marking a significant milestone as their first acquisition in the digital learning realm. We are thrilled to continue making learning fun and accessible with the strategic guidance and support of KIRKBI.

About the Role

We're seeking a dedicated Customer Support Expert to join our team This position will report to the Customer Support Manager. If you have experience in customer service or technical support roles in a contact center environment and are seeking to keep growing your career within a welcoming and positive team, then this opportunity is for you

In this role, you will:

Provide a remarkable support experience in every interaction – via phone and email – to the broad spectrum of subscribers who use BrainPOP on different platforms
Assist subscribers with a variety of issues that include but are not limited to diagnosing and troubleshooting technical issues, product usage questions, onboarding and product configuration, billing and subscription inquiries
Perform thorough, in-depth investigation into technical issues, identify the correct course of action, and log the steps taken to produce an accurate report of each issue and their resolution
Work cross-functionally with internal departments (Implementation, Sales, Editorial, QA, Product, Marketing, Finance) to ensure the efficient resolution of issues
Have constant interaction via Slack and Zoom with your peers and the team leadership to report emerging issues, request assistance, and prioritize or escalate user concerns
Utilize your unique skills and abilities to make an impact on our team by working together on interesting and challenging projects within BrainPOP

You Are:

An optimistic individual with strong interpersonal skills and an outgoing personality
Passionate about customer service excellence with superb communication skills
Comfortable breaking down complex technical concepts into easy-to-understand instructions
A naturally curious person with a passion for finding and resolving technical issues
A self-starter with excellent organizational skills, able to work well independently and with multiple teams from different technical backgrounds

On Your Resume:

2+ years of experience in technical support or customer service roles in a contact center environment or virtual/remote teams
Experience managing tickets in Zendesk (or similar) and JIRA
Familiarity with Google Workspace applications (Slides, Sheets, Docs, etc) and Slack
Familiarity with Salesforce
Able to demonstrate a depth of knowledge on third party integrations (from implementing to troubleshooting)
Expertise in writing bugs tickets and feature requests
Proven ability to handle complex scenarios with high level administrators from schools and districts

A Strong Plus:

Familiarity with common SSO integrations such as Clever, OneRoster, Google, and LTI
Experience in the education or edtech fields
Multilingual

Location:

The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

We can employ individuals residing in the following approved hiring states*:

California
Connecticut
Florida
Georgia
Illinois
Massachusetts
Missouri
New Jersey
New York
North Carolina
Oregon
Pennsylvania
Tennessee
Texas

We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on a number of factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate. USA Pay Scale $58,000—$61,000 USD

Life at BrainPOP

At BrainPOP, our work directly impacts how teachers teach and students learn. They inspire us to build solutions that facilitate joy and meaningful learning outcomes. Our commitment to educators and kids is reflected in our dedication to the BrainPOP team: ensuring their experience is empowering, creative, collaborative, playful, and anchored in learning and growth.

Our team is made up of educators, data scientists, published authors, engineers, artists, bakers, film buffs, cyclists, dual citizens, and so much more. We value diversity and inclusion, collaboration, and learning from multiple perspectives.

We believe that a diverse organization is a more effective organization. BrainPOP is an Equal Opportunity/Affirmative Action Employer.

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