Job details
Job type full-time
Full job description
Description:
Inspiring the creators of tomorrow
Who we are
Sphero is transforming k-12 education with accessible tools that encourage exploration, imagination, and perseverance through steam and computer scienceWith the help of educators around the world, we are empowering learners of all backgrounds and abilities to discover their interests and passions while equipping them with the skills they need to be the world’s future changemakers.
With physical presences in boulder, co, greenville, tx, hong kong, and fully-remote, globally-based employees, sphero has become the market leader in edtech solutions, loved by millions of educators, students, and parents worldwide.
At sphero, you can do the work you love, be yourself, and take fun seriously.
What you will do
We are looking for a customer support representative who loves solving problems and can easily connect with customersThe ideal candidate takes pride in exceeding expectations using your knowledge, guidance, and passion for technology and learningYou like knowing how things operate and have the ability to figure out how technology works when things go wrongYou can multitask across systems and applications, analyze, isolate, and resolve a variety of complex technical issuesYou can explain step by step solutions with patience and have an approach tailored to meet the needs of each customer.
Responsibilities
Assist customers with questions, problems, or technical issues with the company’s hardware products and software apps.
Talk to customers over the phone, email, online chat or social media to resolve their questions or concerns.
Troubleshoot customers’ software and hardware issues, recommend resolution strategies, ensure follow-up and optimal satisfaction with sphero’s products and services.
Provide feedback reports on call issues related to customer downtime and/or app issues.
Able to research and grasp technical information across multiple tools while talking with customers.
Assist customers with pre-purchase questions - providing quotes when required, introducing customers to the sphero edu sales team, providing product suggestions based on customer educational and financial requirements.
Sales operations - process customer orders and communicate delivery timelines and expectations.
Provide customer with post-purchase support to include product questions, software usage, and rmas.
Document processes in sphero’s knowledge base, as well as review and help maintain user documentation.
Requirements:
4-8 years of customer support experience.
Experience working with a support ticketing system like zendesk, gorgias, or similar ticketing system.
Experience providing technical support/troubleshooting android and/or ios applications.
Demonstrated troubleshooting, problem solving, and multitasking skills.
Must be self-motivated and be able to work effectively with minimal supervision and can take a problem through resolution and beyond.
Must be able to effectively and clearly communicate with customers and internal staff in both written and verbal communication in a call center environment.
Must maintain courteous and professional demeanor to provide excellent customer service.
Excitement for collaborating inter-departmentally and cross-departmentally.
Passion for customer service and ownership of the customer experience including comprehensive issue resolution.
Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges.
Nice to haves
Demonstrated experience with netsuite and/or salesforce.
Shopify experience.
This is your opportunity to impact the steam, robotics, and computer science revolution with an inspired, dynamic, innovative team that is transforming the world of k-12 educationIf you’re interested in bringing your unique talent to support our mission, please send us your resumeWe look forward to hearing from you!
Benefits: sphero offers 100% paid medical plan (buy up plan available), dental and vision insurance; short-term & long-term disability, life insurance, ad&d insurance, fsa, hsa (with hdhp medical plan), 401(k) plan, stock options, unlimited pto, 4 day work weeks, ability to work remotely full time, paid parental leave, education reimbursement, wellness reimbursement, and a technology benefit.
Compensation: the salary range for this role is $50,000 - $66,000Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills and certifications.
We encourage and welcome applicants with any and all backgrounds, experiences, abilities, and competenciesAll decisions regarding hiring, promotion, discipline, and discharge are based on qualifications, merit, and the needs of the businessWe are an equal opportunity employer.
