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

We are looking for Educators familiar with one (or more) Faria products who are keen to join our Support and Customer Training teams in a temporary/seasonal capacity from August to November. This role is offered as remote, contracted work, either full-time or part-time. Applications from all regions/time zones are accepted and close on July 15th.

In this role, you will be responsible for customer support as part of our Services & Support team. The right candidate will likely be an Educator currently taking a career break, on sabbatical or maternity leave, or generally available temporarily. They will have previously used ManageBac, OpenApply, SchoolsBuddy, and/or Atlas, ideally at an Administrator level. Familiarity with more than one product is a plus.

This role will require working independently to stay focused on priorities in a fast-paced environment while working within a highly collaborative global team. We are looking for creative thinkers who can apply their experience and adapt it to the relevant needs of our global school customer base while adhering to our high customer service standards.

Please note: we cannot accept applications from current Faria customers.

Key Responsibilities

Customer Training

• Provide initial Onboarding calls and support to new customers, establishing priorities, timelines, and next steps.
• Provide online Training sessions on account set-up
• Provide online Training sessions for existing customers, potentially for new features or new use cases
• Follow up with customers to ensure successful adoption and offer further support

Customer Support

• Running email & telephone support operations, responding to support tickets from teachers & school admins
• 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)
• Devising ways to improve our help and support materials
  

A Normal Week

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

• Responded to 150-200 support emails or tickets
• Talked with 15–20 school requests by phone
• Conducted 5-10 online training sessions or onboarding calls
• Relayed bugs or feature requests as a result of feedback from schools

Depending on the candidate’s timezone, experience, and the particular Faria product, the role may see a focus on a particular support steam (Eg, Customer Tickets or Customer Training only)