NZ Customer Support Specialist
Education Perfect, New Zealand
Job Description
At Education Perfect (EP) we strive to help our employees find passion and purpose. Join us and work for a business that contributes to making access to education equitable for all.
EP is searching for a Customer Support Specialist who will be pivotal in supporting our community of over 70k teachers and 1.4m students worldwide to maximise their experience using EP, and living our value of ‘Users First’.
As a Customer Support Specialist, you will be responsible for ensuring exceptional customer experiences by responding to inquiries, resolving issues, and providing information about the Education Perfect platform to our users.
Key Responsibilities
- Respond to customer inquiries via phone, live chat, Facebook and email promptly and professionally.
- Identify and assess customers' needs to provide appropriate solutions or information.
- Maintain a deep understanding of the EP product to assist customers effectively.
- Collaborate with cross-functional teams to resolve complex customer queries.
- Ensure compliance with company policies and procedures during customer interactions.
- Meet or exceed individual and team performance metrics, such as response times and customer satisfaction scores.
- Provide technical support when necessary, troubleshoot issues, and coordinate with technical teams for resolutions.
- Provide feedback about updating our customer support documentation and FAQs.
Requirements
- Excellent communication skills, both written and verbal.
- Sound tech ability with a high typing speed.
- Strong attention to detail.
- Meeting and maintaining KPIs consistently.
- Willingness to adapt to changing processes.
- Ability to work in a fast-paced, team-oriented environment.
- Strong problem-solving and decision-making abilities.
- Encompassing the EP values and encouraging this across the wider team.
Benefits
- The chance to work within a NZ based global business, striving to be the best we can, whether it’s our Diversity Works Accreditation, our Carbon Net Zero B Corp status or our commitment to people and community.
- Professional development, including opportunities to develop further within EP.
- Four weeks annual leave, plus three extra days during our end of year shut down period.
- Annual Wellness Benefit to use on anything to support your mental and physical wellness.
- Reimbursement of childcare costs of $50 per week per preschool child.
Additional Information
- Hours are 9am-6pm NZT, Monday-Friday.
- This position may require occasional evening or weekend shifts.
- Ideally based in Dunedin but we are open to remote working across NZ for the right candidate.
Education Perfect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Submit your CV and cover letter if this sounds like a role you would enjoy!