Customer Support Analyst

Job Summary

Providing empathetic support to educators, the full-time Customer Support Analyst will manage customer issues through Zendesk, troubleshoot technical problems, and assist with onboarding and training for the Checkology platform in a remote environment.

Key responsibilities

• Deliver responsive and accurate support to educators and administrators through various communication channels
• Own customer issues from initial contact to resolution, including investigation, documentation, and escalation
• Develop and maintain strong knowledge of Checkology and NLP's resources while managing Zendesk workflows and knowledge base

Required qualifications

• Three or more years of experience in customer-facing support for a SaaS product, preferably in K-12 education or education technology
• Demonstrated experience investigating web-application or data-related issues and collaborating with engineering teams for resolution
• Experience using and administering Zendesk to enhance support processes
• Ability to explain technical information to nontechnical users and create customer-facing documentation
• Experience working independently and collaboratively in a remote work environment