Customer Support Specialist

Posted Nov 4

Job Description

Are you a seasoned customer support professional who wants a job that serves a larger purpose? Are you interested in making a meaningful, life-changing difference for millions of students?

Digication is changing the way students learn from the ground up. Instead of rote learning through lectures and tests, Digication allows students to create online portfolios - collaborative and safe learning spaces - to encourage project-based learning. Campuses report that sustained ePortfolio usage leads to higher levels of student success, including significant increases in pass rates, GPA, and retention rates. Digication is now being used by students at over 7,000 K-12 and Higher Education schools.

About Our Culture

We work remotely and employees are distributed but more importantly we work as a team, with direct access to the company founders. We are self motivated, hold ourselves accountable for our work and commitments. Although we work with a sense of urgency, we don’t like cutting corners. Integrity is more important for us then profitability (although we are profitable!). We are not a “work hard/play hard” startup but responsible adults with diverse backgrounds and interests who take our mission, our clients and our lives seriously. We value personal growth and learning over titles and salaries.

Company Culture

  • We work as a team, with direct access to company founders as well as senior level engineers
  • We love talking to customers
  • We love solving problems for technical as well as non-technical end users
  • We like to be mentors and mentees to our peers
  • We work with a sense of urgency, but we don’t like cutting corners
  • We are self motivated and passionate about learning
  • We hold ourselves accountable for our work and commitments

Digication Customer Support Specialist

We are expanding our instructional technology team and are looking to add a valuable member to our team as a US-based Customer Support Specialist to aid institutions in implementation and ongoing support. This position is a mix of traditional customer support and investigating technical issues.

We are looking for a high energy, enthusiastic individual who is a strong critical thinker that loves working with people and with technology to better education and enrich the lives of students, teachers and alumni. The position of Customer Support Specialist is vital to the success of each of the schools we work with through implementation and the development of long-term collaborative relationships.

You and your fellow Customer Support teammates will work together to provide coverage of our support desk. Your regularly-scheduled work hours will be evening and weekend hours, for a total of 25 - 30 hours per week. You can work your scheduled hours from anywhere with a consistent high-speed internet connection. Weekly Digication team meetings are not required with this role, but additional team meetings and/or smaller group meetings may be needed to meet project goals. Otherwise your main role is working as part of the Customer Support team to ensure coverage of our online Support Desk, ZenDesk. We provide support to our customers 7 days a week, so for this role evening (depending on your time zone) and weekend hours will be required.

What does the Customer Support Specialist position entail?

  • Respond to customer-generated tickets, calls, and emails with appropriate solutions
  • Investigate and troubleshoot technical issues reported by customers
  • Escalate urgent and complex issues to senior team members
  • Assist with projects such as video editing, blogging, photo editing, documentation and training creation as projects arise and time allows
  • Other duties as assigned

Pay and Perks

  • 25-30 hours per week, $25/hour
  • Gym membership or wellness reimbursement of up to $50.00/month
  • Internet reimbursement up to $100.00/month
  • Macbook
  • Remote position

Desired Skills and Experience

  • Enthusiasm, energy, professionalism and the ability to work remotely with a fast-paced cooperative team
  • Experience in customer service
  • Experience in higher education preferred
  • Experience with educational technology preferred
  • Strong written communication skills required
  • Strong critical thinking skills required
  • Excellent customer service skills
  • Excellent presentation skills, both in-person, on the phone and via web conference
  • Strong prioritization, organizational and project management skills
  • Strong knowledge of Google Docs, Word, PowerPoint and Microsoft Excel
  • Basic HTML skills preferred
  • Familiarity with Digication a major plus
  • Familiarity with Zoom, Asana, Slack, and Zendesk a plus
  • Link to Digication ePortfolio required to complete application - we'll provide you further instructions when you submit your application.

Our Hiring Process

Our hiring process contains multiple steps to ensure candidates will have the ability to succeed at Digication.

  • We require a cover letter as part of your application.
  • After your initial application, you will be required to complete a Digication ePortfolio. This will allow you to gain some hands-on experience with our tools and showcase your skills and interests.
  • Our hiring process includes multiple interviews, including a hands-on troubleshooting exercise with team members.

Additional Requirements

  • As part of the hiring process, Digication performs background checks and reference checks on candidates
  • Upon being hired, applicants would need to provide proof of being authorized to legally work in the United States

Diversity, Equity, and Inclusion

We are a company where everyone belongs. We welcome all. We honor and celebrate the diversity of our team and the communities we serve. People bring their authentic selves to work when they feel like they belong and are included. They take risks, create boldly, speak out and speak up. Diversity leads to a stronger team, better products and a deeper connection to the people and communities we serve.

Diversity, inclusion and belonging are central to everything we do at Digication, from hiring to the way we design our product. Our company is guided by a mission to make learning visible for all. This mission will only be made possible by empowering people to be seen, be heard and be recognized for who they are.

If you think you would be a great addition to our team please apply using the link below.