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