Customer Support Specialist

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 WeekOver 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 PathVarious 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. Does this describe you? Excellent verbal and written communication skills High-energy and outgoing Fast learner Detail-oriented, follows things through to completion, dependable Clear and engaging presentation skills Two years experience in customer support or account management Other EMEA languages are helpful but not required Available for Weekend and Holiday shift cover per an agreed schedule each quarter. Otherwise, regular hours are 9 am-6 pm UK time. Eligible to work in the UK Anticipate 20-30% travel, though it may be more or less depending on personal preference. Base salary is based on experience, and performance bonuses are based on KPIs. Monthly Health & Wellness Allowance Office lunch & team socials Professional Development opportunities Unlimited book budget. Additional benefits such as pension and 25 days holiday also apply. All qualified applicants will be considered for employment without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.ABOUT FARIA EDUCATION GROUPFaria 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.
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