Customer Support Representative
Core
A support role assisting students and instructors with troubleshooting, administrative tasks, and feature requests for an educational technology platform.
Role type
Customer Support Representative
Builds
Educational content and learning management tools
Domain
EdTech / Learning Management Systems
Deliverable
client delivery
Required skills
Troubleshooting, problem-solving, written communication, attention to detail, time management, pattern recognition
Preferred skills
Product troubleshooting, LMS experience (Canvas, Blackboard, Moodle, Brightspace), ticketing systems (Zendesk)
Technologies
C, C++, Python, Java, Zendesk, Canvas, Blackboard, Moodle, Brightspace
Responsibilities
Manage high-volume support queue for student, instructor, billing, and technical inquiries; Investigate issues by reviewing account records and activity data; Troubleshoot product, grading, access, and LMS-related issues; Communicate clear resolutions and summarize complex cases; Escalate unresolved technical issues with documentation; Monitor ticket metrics to identify process improvements
Seniority
Individual Contributor