[Remote] CA Technology Support and Operations Specialist (former teachers wanted)

Note: The job is a remote job and is open to candidates in USA. 6crickets is an Education technology startup based in Seattle, WA, dedicated to enhancing learning experiences for students. The role involves providing customer service, technology support, and account management, while collaborating with the product engineering team to improve user experience and assist in client outreach.

Responsibilities

• Have the big picture with in-depth understanding of business goals and 6crickets product offerings and eagerness to keep up with new development and offerings in a fast-growing startup environment
• Provide friendly, effective, and efficient technical support service to the 6crickets community
• Managing accounts and building relationships with clients from onboarding to routine maintenance to account renewal
• Be a first point of contact to handle and resolve customer complaints
• Respond professionally to inbound communications, including urgent situations
• Identify and escalate issues appropriately
• Compose thoughtful and accurate messages or customize prepared responses to customer emails
• Arbitrate in situations between users
• Monitor and control numerous concurrent tasks in tandem
• Research and cold-call leads to secure sales meetings
• Proactively and independently work to meet targets and goals
• Uphold 6crickets' Core Values (6crickets.com/about)

Skills

• 1+ years of customer servicing experience in account management, technology support, and/or sales outreach
• Must be available for a regular schedule of 5 days work week (40 hours) from 8am to 5pm Pacific Time Zone
• Patience, empathy, and a unique ability to manage stress
• Strong communication and interpersonal skills
• A typing speed higher than 60wpm
• Ability to work under pressure and adapt quickly to adverse situations
• Technical aptitude and the ability to pick up new technology quickly
• Flexibility to perform various operations tasks as situation demands
• Strong ability to research information on the web to troubleshoot problems and to perform client research and outreach
• Effective in cold calling potential clients to secure sales meetings
• Must be able to type at least 60 words per minute
• Must have a good remote working setup with high speed Internet
• Effective in building rapport and relationship with everyone from our own team to our customers
• Startup (all-hands-on-deck) "I bust my ass because I love it" approach
• Passion for children, education, serving educators, and serving parents
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Familiarity with ticketing systems
• Previous, demonstrable experience with creation of online help resources

Benefits

• Competitive salary and benefits package

Company Overview

• 6crickets brings the best enrichment activities to children through the best technologies for parents, providers, and schools. It was founded in 2014, and is headquartered in Redmond, Washington, USA, with a workforce of 11-50 employees. Its website is https://www.6crickets.com/.