Job Description
Bilingual English/Spanish Customer Support Representative
REMOTE
Portland, Oregon, United States Learning Full time
OVERVIEW
Description
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 3045 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 100200 support emails.
- Talked with 1525 schools by phone.
- Conducted 510 online trainings.
- Updated 12 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