Customer Support Representative [Contract - West Coast Hours]

Clever•San Francisco, CA

11h•Remote

About The Position

Clever is on a mission to connect every student to a world of learning, serving over 111,000 schools globally as a leading identity platform for education. They provide secure digital learning experiences and layered security solutions for staff, teachers, and students. Clever, a Kahoot! company, is seeking Contract Customer Support Representatives to deliver outstanding customer experience to school districts and application partners through fast, friendly, and personalized technical support. This role involves connecting with customers via email and phone, expanding knowledge of the EdTech industry and Clever's products, and creatively solving technical issues. The team is highly collaborative and supportive, offering a robust 3-week onboarding program and ongoing development through a Quality Assurance program to ensure success.

Requirements

Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e. priority levels, deadline) and risk.
Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals.
Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings.
Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution.
Technical Prowess: You pick up new technology quickly and love learning how things work.
Team player: You are passionate about uplifting and collaborating with others to ensure the team and customers are successful.
Interest in education: You believe in Clever’s mission of making it easy to bring great software to the classroom.

Nice To Haves

Experience handling issues related to data imports and integrations
Experience working with Single Sign On (SSO) or have a basic understanding of SSO
Experience working with or in K-12 schools or districts
Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc

Responsibilities

Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day).
Communicate with District Administrators and our Application Partners to resolve product-related issues as our customers are getting their Clever accounts ready for the new school year.
Utilize analytical and problem-solving skills to investigate, test, and troubleshoot system features.
Navigate and contribute to internal and external product documentation.
Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed.