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Customer Service Representative

Shmoop Scottsdale, AZ
  • Posted: over a month ago
  • $35,000 to $40,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Title: Customer Service Representative

Summary:

We are looking for an enthusiastic and driven individual to join our growing support team! You will be handling inbound support tickets, resolving customer issues, and helping to build a scalable support infrastructure. You must always strive for efficiency but never at the expense of quality or the customers’ best interest. This position offers the opportunity to enter the ground floor of a growing and purpose-driven service organization! We are an entrepreneurial startup and with that, we are looking for resourceful individuals with that self-starter spirit!

Why You’ll Love This Role:

You get to use your skills in customer support to directly affect the experience of millions of students and teachers using Shmoop at home and in the classroom. Your work will minimize downtime for Shmoop in schools, provide resources and technical help to educators, and gather feedback to improve the Shmoop ecosystem. You will also strive to continually improve the overall customer-facing operations by supporting the vision of our support strategy and through your ability to drive change and influence others.

Role Responsibilities

  • Resolve issues as reported by end-users in the form of written support tickets

  • Log incidents/issues into reporting tools (experience with Zendesk & Asana an asset)

  • Maintain Shmoops’ high standard for customer service at all times

  • Maintain knowledge of Shmoop platform and product offerings

  • Ad hoc projects as assigned by management

Why We’ll Love You:

  • You’re service obsessed - it’s about proactive, personalized, efficient help that builds relationships

  • You’re a master of details - essential for troubleshooting and making sure we’ve answered all questions accurately

  • You’re a relationship builder - highly empathetic and strong interpersonal skills

  • You’re tech-savvy - interest and curiosity in how things work, passionate about new tech tools and sharing tips & tricks with other people

Your Experience

  • Previous experience working in customer support, product training, or account management roles at a SaaS company

  • Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc. is required

  • Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software

  • Comfortable operating desktop applications (Slack, Google Suite, MS Office, MS Excel)

  • The person your whole family calls when their devices stop working

  • Passion for education and supporting teachers and students through technology

Shmoop

Why Work Here?

We work with purpose and move quickly! We are passionate, energetic, and are always looking for awesome minds to join our team.

Shmoop was founded in 2009, under the concept that the idea of learning was too hard. Our teaching method centers on the belief that students can love learning, and humor can be the catalyst of engagement. To support this, we build tools that give all students equal opportunity to succeed through easing the stress of the learning environment.

Address

14500 N Northsight Blvd Scottsdale, AZ 85260
Scottsdale, AZ
USA

Website

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