Technical Support Agent, Edpuzzle
€27-30k
More information about location
Interactive learning platform
Job no longer available
Interactive learning platform
201-500 employees
Job no longer available
€27-30k
More information about location
201-500 employees
Company mission
To empower educators with easy-to-use software and engaging content to provide an excellent education to their students.
Role
Who you are
- Become an Edpuzzle expert
- Handle cases daily and respond in a timely manner via the Customer Support platform Zendesk
- Work in tandem with Customer Support on support-related issues as assigned
- Collaborate closely with Customer Success and Product teams to resolve technical issue resolutions
- Always aim to reduce your ticket queue to zero
- Continuously improve the quality of your responses, support resources (macros and Help Center articles), and overall user experience based on data
- Identify trends to suggest potential macros (customer support email templates) or Help Center articles
- Anticipate and help reduce potential future cases
- Use Asana and Slack to manage tasks and communicate with the team
- Occasionally support the Sales team during client meetings by offering technical expertise. While you won’t be directly involved in selling, your insights will help drive successful sales conversations
- Be open to occasional travel (up to 10%) to assist with these sales engagements
- Performs other duties as assigned
Desirable
- Experience using Zendesk, Hubspot, macros, or other customer support tools
- Experience providing telematic second-line support to teachers, schools and districts worldwide including, but not limited to, product setup, integrations settings, and network configuration filters
- Fluency in other any languages (Italian, French, Arabic)
- … or another amazing skill you bring to the table that we haven’t thought of yet!
What the job involves
- We’re looking for our next Technical Support Agent to join our Global Tech Support Team
- In this role, you’ll play a key part in supporting the Technical Support Team Lead as well as collaborating with the Product, Sales, and Customer Success teams to ensure a seamless user experience
- Your primary responsibilities will include providing technical assistance, troubleshooting hardware and software issues, and answering user inquiries related to Edpuzzle’s technical aspects
- You will also act as a regular backup to the Customer Support team, helping maintain a high level of user satisfaction across all touch points
- Become an Edpuzzle expert
- Handle cases daily and respond in a timely manner via the Customer Support platform Zendesk
- Work in tandem with Customer Support on support-related issues as assigned
- Collaborate closely with Customer Success and Product teams to resolve technical issue resolutions
- Always aim to reduce your ticket queue to zero
- Continuously improve the quality of your responses, support resources (macros and Help Center articles), and overall user experience based on data
- Identify trends to suggest potential macros (customer support email templates) or Help Center articles
- Anticipate and help reduce potential future cases
- Use Asana and Slack to manage tasks and communicate with the team
- Occasionally support the Sales team during client meetings by offering technical expertise. While you won’t be directly involved in selling, your insights will help drive successful sales conversations
- Be open to occasional travel (up to 10%) to assist with these sales engagements
- Performs other duties as assigned
Our take
Edpuzzle is at the apex of two major trends: the digitalization of education in schools and the growing importance of video content for young people. The startup was born out of the realization that while video is crucial to learning in the modern classroom, traditional video editing tools were inaccessible and inefficient for teachers. This software changes all of that with easy-to-use functions like voice-overs and assessments.
The aim for Edpuzzle now is to position itself as the leading video platform for education, delivering better content, connecting teachers to share resources, and translating content into multiple languages. Founded in Spain, the platform has now taken off in the US, being consistently used by at least one teacher in 80% of schools - in fact, it has a global reach of over 150 countries.
Edpuzzle is being smart about succeeding where other EdTech companies have failed. By making its services accessible and easily integrated into well-known products like YouTube, it is well positioned to insert itself into the rapidly changing landscape of digitally enabled education.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2016
$3m
SERIES A
Feb 2012
$0.2m
SEED
Total funding: $3.2m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Quim Sabrià
(Co-Founder & CEO)Former co-founder at Quim Academy, a learning academy for ESADE students
Salary benchmarks
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