Customer Support Representative

📋 Description

• Support our customers through live chat, email, and occasionally over live video calls.
• Resolve complex technical issues, from integrations to data syncing, ensuring seamless user experiences.
• Use analytical skills and problem-solving to impact customers' day-to-day workflows.
• Actively listen and ask the right questions to clarify issues and pinpoint root causes.
• Turn customer frustration into confidence by diagnosing problems and sharing solutions.
• Stay up to date with Newsela and Formative product features and updates through hands-on training.

🎯 Requirements

• 2–3 years of experience in customer or technical support.
• EdTech, SaaS, or technical support experience preferred.
• Strong troubleshooting with API-based integrations, SSO, and data syncing issues.
• Advanced verbal/written communication; explain tech to non-technical users.
• Comfortable meeting with customers over live video calls to troubleshoot in real-time.
• Cross-functional collaboration with Product/Engineering/QA; LMS familiarity.

🎁 Benefits

• Comprehensive medical benefits with employer contributions.
• Fully remote with monthly tech stipend.
• Parental leave, fertility support, adoption benefits.
• 401(k) with employer match.
• Flexible PTO, sick time, holidays and winter break.
• Annual learning and development allowance.