The Customer Support Magician is responsible for assuring that all students, teachers, administrators, and eMentors are able to seamlessly and easily onboard and use SmartFutures.org and PA-eMentor.org web applications.
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This includes responding to all inbound requests for help, building and maintaining a knowledge base of training and support resources, and communicating with the technology team to inform necessary fixes and updates based on customer need.
In addition, work with the outreach team to conduct online trainings for participating schools as needed.
Organization Smart Futures is a Pittsburgh-based non-profit software development organization in the field of education and workforce development. We are growing fast as we provide public schools in PA with SmartFutures.org, an online career planning and portfolio platform that helps meet a new statewide education mandate for career readiness.
â€¢ Onboard and train new users to the Smart Futures platform
â€¢ Be the first point of contact for all students, teachers, administrators and eMentors for customer support and inquiries
â€¢ Provide timely resolution for all inbound calls, emails, online chat requests and support tickets
â€¢ Create training and help resources for customers that support their use of the websites; resources include videos, documents, slide shows
Skills and Mindsets
â€¢ Ability to clearly communicate with a diverse user base, verbally and in writing
â€¢ Active Listening
â€¢ Attention to detail
â€¢ Strong organization skills
â€¢ Video creation and editing
â€¢ Presentation skills
â€¢ Continuous learner who looks for ways to make things better
Ability and willingness to utilize the following software applications and tools:
â€¢ Visual Studio
â€¢ Remote Desktop
â€¢ Microsoft Word and PowerPoint
â€¢ Camtasia Studio, iSpring and PowToons â€“ video production software
â€¢ ZoomMeeting and GoTo Meeting
â€¢ All Internet Browsers
25 Hours a Week. 7:00 am to Noon Monday â€“ Friday
Work in a dynamic co-working environment and remotely as desired