Job Requirements
Job benefits
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Flexible work hours
Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.
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Remote work options
Thanks to technology, we no longer have to be physically present at the office to be productive. Joining our company allows you to work anywhere without place-constraint.
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Free food & beverages
Avoid wasting time and energy to buy food at the restaurant or hawker center by yourself. We'll provide the best food for you and your team. Make better use of your valuable time to rest, bond, and do other things that matter to you.
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
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Job description for Customer Support Representative, SchoolsBuddy at 美商法里亞有限公司台灣分公司
- Product knowledge, the hows and whys of using SchoolsBuddy
- The nuts and bolts of SchoolsBuddy as a SaaS business
- The role of support as sales and why good customer experiences matter
- The context and workflows of international schools and how to best support them
- Provide Initial Onboarding calls and support to new customers, establishing priorities, timelines and next steps
- Provide online training sessions on account set-up, you will occasionally need to travel for an onsite training within the APAC region
- Provide online training sessions for existing customers, potentially for new features or new use cases
- Update relevant internal systems with training notes and customer contact
- Follow up with customers to ensure successful adoption and offer further support
- Host live webinars with hundreds of guests, with clear communication & presentation skills
- Running email & telephone support operations, responding to support tickets from teachers & schools admins
- 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
- Responded to 50-75 support emails.
- Talked with 10–15 schools by phone.
- Conducted 10-20 online training sessions (including Onboarding calls)
- Updated 1–2 help tutorials.
- Relayed several bugs or feature requests as a result of feedback from schools.
- 2+ years experience in Customer Support, Account Management or Implementation Management.
- Strong written and oral English communication skills with careful attention to detail.
- Interest in EdTech and desire to make life better for students and schools.
- Eagerness, competitive attitude, & ambition to achieve.
- Demonstrated competence / Self-learning.
- Product Management experience useful but not required
- Anticipate 10% travel, thought it may be more or less depending on personal preference.
- Internalised Faria Habits & Routines.
- Internalised support & implementation processes encompassing
- Proven Commitment during Crisis.
- Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
- Proficiency with all Customer Success Tools (Jira, Zendesk, Google Docs, Zoom, GoToWebinar, etc).
- Ability to work autonomously and collaborate with other departments on small projects and tasks.
- Improvement based on feedback and observation of others.
- Online Presence & Responsive Communication.
- Customer-empathy and quick resolution
- Responsibility and ownership of tasks and projects.
- Collaboration across teams and timezones.
- Number of tickets solved & trainings/Implementations completed.
- Beating individual customer satisfaction targets & response times.
- Quality of support & guidance provided.
- Competitive salary, plus eligible for support team variable compensation plan
- Monthly Health & Wellness Allowance
- Office lunch & team socials
- Professional Development opportunities