Nov 03, 2023 - Digication is hiring a remote Customer Support Specialist. 📍Location: USA.
Are you a seasoned customer support professional who wants a job that serves a larger purpose? Are you interested in making a meaningful, life-changing difference for millions of students?
Digication is changing the way students learn from the ground up. Instead of rote learning through lectures and tests, Digication allows students to create online portfolios - collaborative and safe learning spaces - to encourage project-based learning. Campuses report that sustained ePortfolio usage leads to higher levels of student success, including significant increases in pass rates, GPA, and retention rates. Digication is now being used by students at over 7,000 K-12 and Higher Education schools.
We work remotely and employees are distributed but more importantly we work as a team, with direct access to the company founders. We are self motivated, hold ourselves accountable for our work and commitments. Although we work with a sense of urgency, we don't like cutting corners. Integrity is more important for us then profitability (although we are profitable!). We are not a “work hard/play hard” startup but responsible adults with diverse backgrounds and interests who take our mission, our clients and our lives seriously. We value personal growth and learning over titles and salaries.
We are expanding our instructional technology team and are looking to add a valuable member to our team as a US-based Customer Support Specialist to aid institutions in implementation and ongoing support. This position is a mix of traditional customer support and investigating technical issues.
We are looking for a high energy, enthusiastic individual who is a strong critical thinker that loves working with people and with technology to better education and enrich the lives of students, teachers and alumni. The position of Customer Support Specialist is vital to the success of each of the schools we work with through implementation and the development of long-term collaborative relationships.
You and your fellow Customer Support teammates will work together to provide coverage of our support desk. Your regularly-scheduled work hours will be evening and weekend hours, for a total of 25 - 30 hours per week. You can work your scheduled hours from anywhere with a consistent high-speed internet connection. Weekly Digication team meetings are not required with this role, but additional team meetings and/or smaller group meetings may be needed to meet project goals. Otherwise your main role is working as part of the Customer Support team to ensure coverage of our online Support Desk, ZenDesk. We provide support to our customers 7 days a week, so for this role evening (depending on your time zone) and weekend hours will be required.
Respond to customer-generated tickets, calls, and emails with appropriate solutions
Investigate and troubleshoot technical issues reported by customers
Escalate urgent and complex issues to senior team members
Assist with projects such as video editing, blogging, photo editing, documentation and training creation as projects arise and time allows
25-30 hours per week, $25/hour
Gym membership or wellness reimbursement of up to $50.00/month
Enthusiasm, energy, professionalism and the ability to work remotely with a fast-paced cooperative team
Experience in higher education preferred
Experience with educational technology preferred
Strong written communication skills required
Strong critical thinking skills required
Excellent presentation skills, both in-person, on the phone and via web conference
Strong prioritization, organizational and project management skills
Strong knowledge of Google Docs, Word, PowerPoint and Microsoft Excel
Basic HTML skills preferred
Familiarity with Digication a major plus
Familiarity with Zoom, Asana, Slack, and Zendesk a plus
Link to Digication ePortfolio required to complete application - we'll provide you further instructions when you submit your application.
Our hiring process contains multiple steps to ensure candidates will have the ability to succeed at Digication.
We are a company where everyone belongs. We welcome all. We honor and celebrate the diversity of our team and the communities we serve. People bring their authentic selves to work when they feel like they belong and are included. They take risks, create boldly, speak out and speak up. Diversity leads to a stronger team, better products and a deeper connection to the people and communities we serve.
Diversity, inclusion and belonging are central to everything we do at Digication, from hiring to the way we design our product. Our company is guided by a mission to make learning visible for all. This mission will only be made possible by empowering people to be seen, be heard and be recognized for who they are.
If you think you would be a great addition to our team please apply using the link below.
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Multiple opportunities. Upskilling programs, 1-1 coaching and more.
|🇺🇸||Be aware of the location restriction for this remote position: USA Only|
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