Customer Support Analyst

THE NEWS LITERACY PROJECT INC•Washington, DC

5d•$60,000 - $65,000•Remote

About The Position

The News Literacy Project is seeking a Customer Support Analyst to provide empathetic support to educators and manage support issues with their engineering team. This role is crucial for helping teachers solve real problems and improving the product solutions. The position reports to the Director of District Success and is a full-time, virtual role within the United States. The News Literacy Project is a nonpartisan, nonprofit organization dedicated to ensuring all students are skilled in news literacy before high school graduation.

Requirements

Three or more years of experience providing customer-facing support for a SaaS product.
Direct experience working in K-12 education or education technology.
Demonstrated experience investigating web-application, account, or data-related issues, reproducing reported problems, documenting findings, and working with engineering teams to resolve issues.
Experience using browser-based troubleshooting tools, dashboards, and basic data queries to investigate customer issues.
Experience using and administering Zendesk to optimize support processes.
Experience explaining technical information to nontechnical users and creating customer-facing documentation, help content, and video tutorials.
Experience working independently and collaboratively in a remote or distributed work environment.

Responsibilities

Provide responsive, empathetic, and accurate support to educators, school and district administrators and other users through Zendesk, email, chat, and occasional customer meetings or webinars.
Own customer issues from initial contact through resolution, including triage, investigation, documentation, escalation, ongoing communication, and closure with the user.
Investigate and troubleshoot technical and account-related issues, resolve them when possible and document and escalate issues that require additional support.
Test and verify fixes for customer-reported issues and ensure that resolutions are communicated clearly and accurately to affected users.
Help educators and districts successfully use Checkology and other NLP resources by providing platform guidance, supporting director-led onboarding and training activities, and creating clear help-center articles, FAQs, troubleshooting instructions, and onboarding materials.
Maintain accurate customer and issue records, meet established service levels, and follow established escalation and privacy practices.
Identify recurring customer questions, technical problems, and barriers to successful use, and communicate those patterns and supporting evidence to the Director of District Success.
Develop and maintain strong knowledge of Checkology, NLP’s instructional resources, educator workflows, and the K-12 technology environment.
Serve as the primary administrator for Zendesk. Develop workflows or automations and manage the knowledge base to improve NLP’s support processes. Create and present monthly reports.
Gather information from Product, Engineering and other internal teams; maintain accurate records, manage timelines and stakeholder follow-up. Escalate to the Director of District Success any complex compliance, contractual, or implementation related requests as appropriate.