Customer Support Specialist

At Education Perfect, we’re a team of dedicated professionals passionate about empowering educators and inspiring students. We believe that education has the power to change the world and our mission is to innovate, create, and develop technology that helps make that change a reality. As an EPeep, your work will have a real impact on students' lives and you will have the freedom, support and resources you need to develop your skills and grow your career.

About the role:

Education Perfect (EP) is in search of a dedicated Customer Support Specialist to play a pivotal role in enhancing the experience of our global community, comprising over 70,000 teachers and 1.4 million students. Upholding our core value of 'Users First,' you will be responsible for ensuring outstanding customer experiences by promptly addressing inquiries, resolving issues, and offering insights into the Education Perfect platform.

We currently have two full-time job opportunities available, with one role operating during standard business hours from 9am to 6pm NZT, and the other from 10am to 7pm NZT, both Monday through Friday. Occasional evening or weekend shifts may be required.

While our preferred location for these positions is in Dunedin, we are open to exploring remote work possibilities anywhere in New Zealand for the right candidate.

What you will do:

• Respond to customer inquiries via phone, live chat, Facebook and email promptly and professionally.
• Identify and assess customers' needs to provide appropriate solutions or information.
• Maintain a deep understanding of the EP product to assist customers effectively.
• Collaborate with cross-functional teams to resolve complex customer queries.
• Ensure compliance with company policies and procedures during customer interactions.
• Meet or exceed individual and team performance metrics, such as response times and customer satisfaction scores.
• Provide technical support when necessary, troubleshoot issues, and coordinate with technical teams for resolutions.
• Provide feedback about updating our customer support documentation and FAQs.

About You:

• Excellent communication skills, both written and verbal
• Sound tech ability with a high typing speed
• Strong attention to detail
• Experience working in a KPI driven environment
• Willingness to adapt to changing processes
• Ability to work in a fast-paced, team-oriented environment
• Strong problem-solving and decision-making abilities.
• Encompassing the EP values and encouraging this across the wider team
• Experience working remotely (if based outside of Dunedin)

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!

What we offer:

• Remote and flexible working arrangements
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community
• Ongoing professional development, including opportunities to develop your career into other areas of our business
• Three extra days of annual leave during our end of year shut down period
• Annual Wellness Benefit to use on anything to support your mental and physical wellness
• Reimbursement of childcare costs of $50 per week per preschool child

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

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