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 OpenApply. In this role, you will be responsible for customer support operations in the Americas as part of our 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 who is willing to be creative and think outside of the box while still aligning their work with broader team and company goals. They must be available to work during Central or Eastern Time Zones.

Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday; with occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility to support our OpenApply schools during Americas Support Hours (available to work 9-6 EST).

OpenApply is an admissions management system & CRM serving over 800 of the world’s leading international & independent schools, supporting the applicant from discovery & inquiry to admissions & enrollment?

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

• Product knowledge, the hows and whys of using OpenApply
• The nuts and bolts of OpenApply as a SaaS business
• The role of support in sales and why good customer experiences matter
• The context and workflows of international schools and how to best support them

Future Milestones

• Internalized Faria Habits & Routines.
• Internalized support & implementation processes encompassing
• Proven Commitment during Crisis.

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from teachers & school admins
• Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training within the Americas.
• Led our new clients through the OpenApply implementation process, for training on and use of the system.
• 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 a normal week, you would have:

• Responded to 150–300 support emails.
• Talked with 20–30 schools by phone.
• Set up 1-5 school accounts.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Prior Experience & Requirements

• 2+ years experience in Customer Support, Account Management, or Implementation Management.
• Strong written and oral English communication skills with careful attention to detail.
• Preference for fluent Spanish but not required.
• 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 useful but not required.
• Anticipate 15-20% travel, though it may be more or less depending on personal preference.
• Right to work in the US and be available to work during Central or Eastern Time Zones.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Basecamp, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks.
• Improvement based on feedback and observation of others.
• Online Presence & Responsive Communication.
• Customer empathy and quick resolution
• Responsibility and ownership of tasks and projects.
• Collaboration across teams and time zones.
• Success Metrics
• Number of tickets solved & trainings/Implementations completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

• $40-45,000 annual base salary with potential of variable compensation
• PTO for vacation (16 days, increasing with tenure), sick (10), holidays (11), and other life events
• Medical, dental, vision, life, and disability insurance
• Monthly health and wellness allowance
• 401(k) & Roth Retirement Plans, Faria offers a 3% match up to 6% of employee invested funds
• Company AT&T wireless plan
• Professional development activities & budget
• Various employee recognition programs and company-sponsored social events
• Unlimited books budget

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 your employment, 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.

Faria is a global company that offers a hybrid (in-office / remote) work environment, with the details left to your manager’s discretion. While we have a physical office in Portland, Oregon, currently we also support the hiring of full-time employees in 14 states. Below are the states in Central and Eastern time zones in which we are hiring full-time employees:

GA, IL, LA, MI, MO, NC, OH, TN, TX, and WI.

About Faria Education Group

Faria is a leader in international education systems & services providing an integrated systems suite across learning, admissions, school-to-home, and online courses & study services to over 10,000 schools and 4 million students in over 155 countries.

We are a globally distributed team with offices in China, Hong Kong, Taiwan, Ukraine, the United Kingdom, and the United States.