Poll Everywhere

Customer Support

• You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence.
• Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth
• Own issues end-to-end, from initial triage through root cause identification and resolution
• Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations
• Explain solutions in plain language so customers can resolve similar issues independently in the future
• Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education
• Surface product gaps, friction points, and customer usage trends to internal teams
• Help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time.
• Create onboarding guides and how-to resources that help new customers ramp up with fewer questions
• Develop training content around common workflows (the “how do I…” questions we hear most)
• Teach — not just how features work, but when and why to use them for maximum impact
• Run live trainings and webinars and repurpose them into reusable content
• Use support ticket trends to prioritize what content to build next
• Gather feedback on training effectiveness and iterate regularly
• Reduce friction across the customer journey by building resources that help both customers and internal teammates succeed.
• Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides
• Document solutions to recurring issues so institutional knowledge doesn’t get lost
• Improve existing help documentation based on where customers consistently get stuck
• Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently
• Share real customer examples and best practices across teams
• Audit existing resources regularly — refine what works, retire what doesn’t.

Learning and Support Specialist