Senior Customer Support Specialist

Edsby is expanding its Customer Success team! We're looking for an experienced senior customer support agent who can provide technical support to our growing customer base around the world. The key attributes we're looking for in candidates for this position include: • Excellent communication skills • Experience in customer service role • Demonstrated technical skills • Excellent troubleshooting abilities • Demonstrated ability to multi-task effectively • Strong teamwork skills as you work with other departments within the company • Experience in a customer service/facing role, preferably in the IT industry and/or experience in the compulsory education sector • Access to reliable home internet and a dedicated workspace where you can take and receive calls What you'll be doing: • Receiving incoming emails/chat from administrators and teachers • Covering our 0800 call desk and answering calls from our customers • Resolving end-user issues through the Edsby interface • Replicating, troubleshooting and documenting reported bugs • Responding and tracking issues via the Edsby ticketing system • Onboarding new schools and helping them get up and running • Supporting and mentoring junior members of the Customer Success team • Communicating professionally and positively with clients and colleagues About us: Edsby is the most comprehensive learning and analytics platform available for K-12. Edsby engages students, parents, and teachers on all their devices. It enables personalized learning experiences and gives school districts, states and provinces or national governments powerful, new ways to measure and improve their educational effectiveness. As well as directly working with and supporting the New Zealand Ministry of Education, Edsby NZ provides support to the North American team improving response times and user experience for our global customers. This role is 100% remote working and while there is a preference for someone based in one of the main centres, it could be based anywhere within New Zealand. #J-18808-Ljbffr