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Customer Support Specialist

Location: Miami/Ft. Lauderdale, FL
Date Posted: 04-06-2018
Company Overview:
Nearpod is an award-winning educational technology company that empowers teachers to create engaging and inspiring learning experiences for students by combining access to digital lessons, interactive features (see our Virtual Field Trips and 3D objects initiatives) and real-time assessments. Nearpod has become a leader - and teacher favorite - in teaching and learning.
Since its launch in 2012, Nearpod has seen wide adoption in the K-12 market; In 2017, teachers from over 60% of U.S. school districts, taught over 2.3 million Nearpod lessons reaching students over 50 million times and engaging them over 250 million times in formative assessment interactions.  We have been featured in the Wall Street Journal, Fortune and local news channels across the country.
Nearpod is headquartered in Miami, Florida and is backed by notable investors that include: Insight Venture Partners, Reach Capital, Storm Ventures, the Stanford StartX Fund, the Knight Enterprise Fund, Arsenal Ventures, Marc Benioff (the CEO of Salesforce) and Scott Cook (founder and Chairman of Intuit) and his wife, Signe Ostby.

Location: Miami/Ft. Lauderdale 

Department: Support

Position: Customer Support Specialist

Position Overview:
The Customer Support Specialist will serve as a main point-of-contact to the company’s client base for all support-related issues. The ideal candidate will have exceptional customer focused service skills as well as the ability to communicate effectively with educational staff. In addition to demonstrating basic technical skills in all types of devices, experience troubleshooting mobile technologies is essential. Quick problem solvers with the ability to prioritize daily tasks will thrive in this growing, fast-paced environment.
Roles and Responsibilities:
  • Ability to answer and solve effectively all customer related issues
  • Quickly respond to all incoming tickets be it via inbound, chat, or phone
  • Time management in high speed environment to accomplish all goal assigned
  • Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team
  • Effective oral and written communication skills are a must
  • Handle support ticket escalations, keeping product engineers and leadership updated on situations
  • Improve productivity by automating common Q/A, identifying issues to the Product team and report trends to the leadership team
  • Complete additional tasks as needed 
Required Skills and Experience:
  • Exceptional customer service skills; Software as a Service (SaaS) or educational Technology background is a plus
  • Excellent communication and people skills; demonstrate genuine compassion and empathy toward our customer base and their questions
  • Thrives in working in a fast-paced startup environment where agility is necessary as we continue to improve on processes/procedures to better handle our growing customer base
  • Strive to understand and care for any customer concerns until each issue is resolved in its entirety, including providing responsive feedback
  • Excellent attention to detail and quality
  • Ability to successfully self-manage multiple tasks
  • Expert typing skills
  • Experience with ZenDesk, Salesforce, and Intercom a plus

Employment Requirements: Must be authorized to work in the U.S. without restrictions
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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