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Customer Training Specialist

Faria Education Group

Faria Education Group

Customer Service
London, UK
Posted on Tuesday, May 21, 2024

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support or training experience to join our London office as a Customer Support Specialist for OpenApply. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday, with weekend coverage for the Middle East, online and onsite trainings, and hosting annual conferences for admissions professionals. You will have primary responsibility to support our OpenApply schools during EMEA Support Hours.

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 admissions workflows of international schools and how to best support them

Key Responsibilities

  • Running telephone and e-mail support operations, responding to support tickets from admissions office staff
  • Providing one-to-one online trainings (Train the trainer) for account setup and implementation to fit school-specific admission processes or how to use a specific feature best. You will occasionally need to travel for onsite training within your region
  • 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

A Normal Week

Over the course of a normal week, you would have:

  • Responded to 100–200 support emails.
  • Talked with 15–25 schools by phone.
  • Set up 2–5 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.

Career Path

Various career paths are open to you, depending on skill level and interest:

  • Advanced Customer Support: Organising next-level customer success through new documentation, training programs, and events.
  • Sales & Marketing: Organising marketing campaigns and taking responsibility for incremental sales growth.
  • New Products: Moving vertically to support the launch of new products
  • Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.