Customer Experience Specialist, Technical Support
About Us
At Teachers Pay Teachers (TpT), we’re unlocking the power of educator-created content. More than 2 out of 3 teachers in the U.S., Canada, and Australia come to TpT every year to get teacher-tested, engaging, and rigorous materials. What began as a humble exchange for teachers looking to share lesson plans has since exploded into a massive marketplace where teachers have created more than 3 million resources for all aspects of PreK-12 education. More than five million educators worldwide (including teachers, administrators, and parents) have downloaded TpT resources more than a billion times. According to Fast Company, Teachers Pay Teachers is one of the top 50 Most Innovative Companies in the world! If you haven’t heard of TpT yet and want to learn more, just ask a teacher. Two out of three teachers currently use TpT.
Who we are looking for
We’re a team of good people doing great things. We listen first. We love our work. And we are all teachers and learners in whatever we do. We believe that productivity is never an accident. It’s the result of a commitment to excellence, intelligent planning, passionate teamwork, and focused effort. We want every day to be fun and to matter.
Job Description:
Provide outstanding email based customer technical support for our community of sellers and buyers and work with our engineering teams to escalate technical issues we become aware of on site.
Responsibilities:
- Represent the front line of the TpT customer experience
- Provide high-quality support in areas such as Mac/OS X and Windows
- Work effectively in a team environment to monitor, log, resolve, and escalate IT issues
- Manage multiple tasks and projects simultaneously, prioritizing workload efficiency
- Engage in real-time troubleshooting with customers to resolve technical issues
- Provide timely and accurate solutions by email to incoming customer questions
- Be an expert in our products, services, processes, and tools
- Stay up to date on site changes and policies
- Assist in improving and documenting our support processes and systems
- Use the knowledge you gain from working with our community to provide recommendations to improve the user experience on the site
Qualities for a successful candidate:
- Loves, understands, and believes in what we want to build at TpT
- Enthusiasm to work hard and achieve results in a fast-paced environment
- Support of business applications such as Microsoft Office, Google Apps, Jira/Confluence
- Attention to detail
- Ability to stay calm and focused under pressure
- Excellent written and verbal communication
- Motivated self-starter with excellent time management skills
- 3+ years of work experience
Extra points for:
- Bachelor's degree in Computer Science or a related field, or relevant work experience
- Customer service experience in an email-based environment
- Background in Education
- Previous experience with technical support