Customer Support Representative, SchoolsBuddy

Job 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 SchoolsBuddy. In this role, you will be responsible for customer support operations in the Americas as part of our global customer support team. The right candidate will be a self-starter, able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work in the Colombia time zone (COT).

Our service commitment to schools encompasses global telephone and 24/5 e-mail support Monday through Friday, phone coverage, occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility for supporting our SchoolsBuddy schools during the Americas Support Hours.

SchoolsBuddy is a cloud based solution that is used by schools to manage the extra curricular aspects of a child's time at school. This might be their weekly after school activities, after school care, trips or sports matches. It allows parents to sign-up and give consent and provides schools with accurate attendance registers and a list of events for each user. It also provides the option to communicate with members of the school community about all the events.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using SchoolsBuddy
• The nuts and bolts of SchoolsBuddy as a part of our business at Faria
• The role of and why good customer experiences matter
• The context and workflows of international schools and how to best support them
• Internalized Faria Habits & Routines.

• Internalized support & implementation processes encompassing.

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from teachers & schools admins
• Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You may occasionally need to travel for onsite training and events. 
• Hosting live webinars with hundreds of guests, with clear communication & presentation skills
• Ensuring that our quality of service (e.g. support request times and resolutions) is 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

Over the course of a normal week, you would have:

• Responded to 100–200 support emails.
• Talked with 10–15 schools by phone.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Requirements

• 2+ years experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SaaS roles.
• Strong written and oral English communication skills with careful attention to detail.
• Interest in EdTech and desire to make life better for families and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience is beneficial but not required.
• Anticipate occasional international travel, must have a valid passport.
• Right to work in Colombia.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks. 
• Improvement is based on feedback and observation from others.
• Online Presence & Responsive Communication.
• Customer-empathy and quick resolution.
• Responsibility and ownership of tasks and projects. 
• Collaboration across teams and timezones. 
• Excellent at understanding and prioritizing queries.
• A sense of urgency.
• Ability to take ownership of tasks and delegations.

Success Metrics

• Number of tickets solved & trainings completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

Benefits

• $12,000 to $15,000 annual salary*
• Remote work flexibility with international team collaboration
• Professional development opportunities and training programs
• Exposure to international education technology industry
• Career advancement within growing global company
• Comprehensive onboarding and mentorship program

*The base compensation range for this position is $12,000 to $15,000, depending on a variety of factors, including years of experience and specific skill sets. Salary reviews are conducted on an annual basis.

Career development and other business needs occasionally present themselves, even for non-traveling roles, therefore, we ask all Faria Education Group employees to maintain a valid passport.

Full training will be provided during induction and further training will be given throughout the duration of your employment, in order to assist in advancing your career with Faria Education Group.

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

About Faria Education Group

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.

We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

https://www.faria.org/careers