ECIS, the Educational Collaborative for International Schools

Customer Support Representative

ECIS, the Educational Collaborative for International Schools

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Salary

💰 $12,000 - $15,000 per year

About the role

  • Running email & telephone support operations, responding to support tickets from teachers & schools admins
  • Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training and events.
  • Leading our new clients through the OpenApply implementation process, for training on and using the system.
  • Hosting live webinars with hundreds of guests, with clear communication & presentation skills
  • Ensuring that our quality of service (e.g. support request times and resolutions) is 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

  • 2+ years experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
  • Strong written and oral English communication skills with careful attention to detail.
  • Fluency in Spanish
  • Interest in EdTech and desire to make life better for families and schools.
  • Eagerness, competitive attitude, & ambition to achieve.
  • Demonstrated competence / Self-learning.
  • Product Management experience is beneficial but not required.
  • Anticipate 15-20% travel, though it may be more or less depending on personal preference.
  • Right to work in Colombia.
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
Quality AssuranceTechnical SupportAccount ManagementImplementation ManagementCustomer SupportCustomer ServiceProduct Management
Soft Skills
communication skillspresentation skillsattention to detailgrace under pressureeagernesscompetitive attitudeambitionself-learning