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Customer Support Representative, OpenApply

Faria Education Group

Faria Education Group

Customer Service
Shanghai, China
Posted on Monday, July 10, 2023

We are looking for an energetic individual with at least 2 years prior customer support experience to join our Shanghai office team as Customer Support Representative for OpenApply. In this role, you will be responsible for customer support operations in China as part of our customer success 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.

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 as sales and why good customer experiences matter.
  • The context and workflows of international schools and how to best support them.

Key Responsibilities

  • Running email & telephone support operations, and responding to support tickets from teachers & schools 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 China.
  • 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) are 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.

A Normal Week

Over the course of 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.

What are we looking for?

Prior Experience & Requirements

  • 2+ years experience in Customer Support, Account Management or Implementation Management.
  • Strong written and oral English and Chinese communication skills with careful attention to detail.
  • Interest in EdTech and desire to make life better for students and schools.
  • Eagerness, competitive attitude, & ambition to achieve.
  • Demonstrated competence / Self-learning.
  • Product Management experience useful but not required.
  • Anticipate 15-20% travel, it may be more or less depending on personal preference.

Future Milestones

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

Capabilities & Character

  • Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
  • Proficiency with all Customer Success Tools (jira, Zen-desk, Basecamp, Google Docs, Zoom, GoToWebinar, ClickUp 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 timezones.

Success Metrics

  • Number of tickets solved & trainings/Implementations completed.
  • Beating individual customer satisfaction targets & response times.
  • Quality of support & guidance provided.
  • Competitive salary plus the support team variable compensation.
  • Monthly Health & Wellness Allowance.
  • Office lunch & team socials.
  • Professional Development Opportunities.

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 operates a safer recruiting policy and the successful applicant may be required to complete a background check for Regulated Activity.

Please note: Due to a high volume of applicants, only shortlisted candidates will be contacted.

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.

https://www.faria.org/careers