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Looking for: Product Support Representative (Customer Support)

Please find JD below for reference.

POSITION:    Product Support Representative (Voice, Email, and Chat)

Product Support Representatives (Voice, Email, and Chat) provide first level support for onboarding, instructing, and troubleshooting customers using our digital interactive reading platform for K-12 schools. We are looking for experienced customer service professionals confident and passionate about listening and understanding the needs of our customers in order to solve their technical problems.

Responsibilities & Duties

 *   Manage inbound and outbound questions from users about our platform in a courteous and accommodating manner through Voice, Email, and Chat.
 *   Assist customers in processing payments and refunds made through PayPal
 *   Patiently troubleshoot issues with non-technical customers using our online reader in various Internet browsers, as well as Android and iOS applications.
 *   Oversee and listen to customer complaints and promptly provide alternative, educated solutions for resolution.
 *   Create and file descriptive tickets for technical bugs discovered while assisting customers.
 *   Follow communication and technical procedures, guidelines, and policies.


 *   Completion or currently completing an undergraduate degree.
 *   1-2 years of relevant work experience in customer service support (Tier I/II) and/or as a IT service help desk specialist.
 *   A good understanding of web and mobile technology.
 *   Fluent in English with excellent oral, written, and interpersonal communication skills.
 *   Ability to multi-task, prioritize, and manage time effectively.
 *   Motivated to learn new things and have strong critical thinking skills to adapt to dynamic situations quickly.
 *   Experience with the Zendesk Suite (Support, Guide, Chat, and Voice) and/or Salesforce is an asset.

You may send your CV at [email protected] 

Thank you! 
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