ECIS, the Educational Collaborative for International Schools

Customer Support Representative

ECIS, the Educational Collaborative for International Schools

full-time

Posted on:

Location Type: Hybrid

Location: Kraków • Poland

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About the role

  • Provide online training sessions for existing customers, potentially for new features or new use cases
  • Update relevant internal systems with training notes and customer contact
  • Follow up with customers to ensure successful adoption and offer further support
  • Host live webinars with hundreds of guests, with clear communication & presentation skills
  • Provide online training sessions on account set-up, you will occasionally need to travel for an onsite training within the APAC region
  • Running email & telephone support operations, responding to support tickets from teachers, schools admins, students and parents
  • Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
  • Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
  • Providing Quality Assurance (QA) testing for new feature deploys
  • Devising ways to improve our help and support materials

Requirements

  • Excellent verbal and written English communication skills
  • Additional EMEA languages are a plus, but not essential
  • High-energy and outgoing
  • Fast learner, problem solver
  • Detail-oriented, follows things through to completion, dependable
  • Clear and engaging presentation skills
  • 1-2 years experience in customer or technical support, implementation, customer success or account management, train the train
  • Interest in EdTech and desire to make life better for students and schools
  • Eagerness, competitive attitude, & ambition to achieve
  • Anticipate 10% travel, though it may be more or less depending on personal preference or regional needs.
Benefits
  • Compensation - Competitive salary and opportunities for career development (B2B)
  • Healthcare - Limit for Medical coverage by LuxMed
  • Vacation - We support work/life balance and offer generous Annual leave and Public Holidays
  • Wellbeing Resources - Faria encourages team members to lead healthy lifestyles and provides recurring monthly Health and Wellness benefits
  • Learning - We encourage continued education, providing an online learning platform, unlimited book purchases, and diverse internal and external training programs.
  • Team - Friendly atmosphere, group activities, and corporate events
  • Equipment - MacBook Pro or another laptop of your specification, peripherals, and displays included
  • Office - Small but cozy office in Krakow for your convenience
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Quality AssuranceCustomer supportTechnical supportImplementationCustomer successAccount managementTrainingWebinar hostingEmail supportTelephone support
Soft Skills
Verbal communicationWritten communicationPresentation skillsProblem solvingDetail-orientedDependableHigh-energyOutgoingGrace under pressureEagerness