We need someone who will:

• Serve as the first line of support for all inbound requests (calls, chats and emails) from users across all of the schools and districts that we work with.
• Troubleshoot product and process-related issues and drive them to resolution, escalating issues to other team members or the engineering team when needed.
• Continuously define, document and improve Informed K12’s support processes and best practices, alongside team leadership.
• Obsess over systems and data integrity in order to enable product and process related analysis and learning across the company.
• Assist the product team with quality assurance testing for new features, as needed.

What you'll bring:

• Minimum 1 year of professional work experience; experience in a product support, training or customer service role preferred.
• Motivated by helping and empowering others.
• Demonstrated ability and inclination toward self-directed learning, balanced with a commitment to constant team collaboration and problem solving.
• Demonstrated ability to jump right in and master technical concepts and systems quickly.
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it.
• Strong judgment and the ability to handle sensitive and confidential information with discretion.
• Positive attitude - naturally enthusiastic, you stay optimistic even when the going gets tough.
• Technical competence to manage web-based troubleshooting, helpdesk software, and online collaboration tools; Zendesk experience is a plus.
• Proven capacity to problem solve quickly and prioritize “quick wins” over perfection.
• Clear and concise communicator — the ability to boil down product and engineering jargon into simple and concise customer communications.