We are looking for an energetic, persistent go-getter with at least 2 years prior customer support experience to join our team as a Customer Support Representative for ManageBac. Must be fluent in both English and Spanish and able to work West Coast hours. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday; with occasional weekend coverage, online and onsite training, and attending regional conferences for International Baccalaureate schools. You will have primary responsibility to support our ManageBac schools during the Americas region Support Hours.
What you’ll learn in the first 30-45 days
- Product knowledge, the hows and whys of using ManageBac
- The nuts and bolts of ManageBac as a SaaS business
- The role of support and why good customer experiences matter
- The context and workflows of Americas region schools and how to best support them
Key Responsibilities
- Running telephone and email support operations, responding to support tickets
- Providing one to one online training for account set up and implementation to fit school-specific needs with ManageBac, or how to best use a specific feature.
- You may occasionally need to travel for an onsite training within the Americas region
- 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
A Normal Week
Over the course of a normal week, you would have:
- Responded to 100-200 support emails.
- Talked with 15-25 schools by phone.
- Conducted 5-10 online trainings.
- Updated 1-2 help tutorials.
- Relayed several bugs or feature requests as a result of feedback from schools.
Career Path
Various career paths are open to you, depending on skill level and interest:
- Advanced Customer Support: Organizing next-level customer success through new documentation, training programmes, and events.
- Sales & Marketing: Organizing marketing campaigns and taking responsibility for incremental sales growth.
- New Products: Moving vertically to support the launch of new products
- Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.
Requirements
Does this describe you?
- Excellent verbal and written communication skills in both English and Spanish
- Ability to work West Coast hours
- High-energy and outgoing
- Fast learner
- Detail oriented, follows things through to completion, dependable
- Clear and engaging presentation skills
- 1-2 years experience in customer support or account management
- Experience in education and/or International Baccalaureate programs, a plus
- Eligible to work in the United States
Anticipate 20-30% travel, though it may be more or less depending on personal preference.
Benefits
- $40,000 annual salary plus opportunity for annual bonus up to $6,000 per year
- PTO for vacation (16 days, increasing with tenure), sick (10), holidays (11) and other life events
- Medical, dental, vision, life and disability insurances
- Monthly health and wellness allowance
- 401(k) & Roth Retirement Plans, Faria offers a 3% match up to 6% of employee invested funds
- Company AT&T wireless plan
- Professional development activities & budget
- Various employee recognition programs and company sponsored social events
- Unlimited books budget
Career development and other business needs occasionally present themselves, even for non-traveling roles, therefore, we ask all Faria Education Group employees to maintain a valid passport.
Full training will be provided during induction and further training will be given throughout the duration of your employment, in order to assist in advancing your career with Faria Education Group.
All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.
Faria is a global company that offers a hybrid (in office / remote) work environment, with the details left to your manager’s discretion. While we have a physical office in Portland, Oregon, currently we also support hiring of full-time employees in 14 states. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring full-time employees.
AZ, CO, GA, IL, LA, MI, MO, NC, OH, OR, TN, TX, WA, and WI.
About Faria Education Group
Faria is a leader in international education systems & services providing an integrated systems suite across learning, admissions, school-to-home and online courses & study services to over 10,000 schools and 4 million students in over 155 countries.
We are a globally distributed team with offices in China, Hong Kong, Taiwan, Ukraine, the United Kingdom, and the United States.
https://www.faria.org/careers