Customer Support Representative (CSR)

Magma Math•New York, NY

142d•Onsite

About The Position

At Magma Math, our Customer Success team works closely with our users and is responsible for ensuring they get the maximum value out of our product. The Customer Support Representative (CSR) is the first line of defense in our partnerships with school districts. We are looking for an outgoing, curious, and responsible person for the role of CSR. The role includes interacting primarily with teacher users via chat, email, and on Zoom during office hours regarding product questions, support cases, and bug reporting. Your task will be to resolve their questions and problems by providing friendly, prompt, and knowledgeable responses. You will also be responsible for helping districts roster students and teachers, ensuring our customers have the right access to the Magma Math platform. To thrive in this role, you should be comfortable juggling and prioritizing multiple initiatives at once, remaining calm and solutions oriented when our customers have urgent needs. You should be the type of person who is passionate about helping others and always strives to go the extra mile - you will be the face of Magma Math to our users.

Requirements

Enjoy collaborating with your team and others at Magma Math
Independent and sharp problem-solver
Ability to world-class service with great patience and a smile
Flexible and open to rapid changes in a dynamic work environment
Interested in growing together with us
Comfort with technology

Nice To Haves

basic knowledge of Excel and SQL
Ability to analyze data to make informed decisions
It's awesome if you have experience in education, ed tech, customer support, or have completed a coding bootcamp, however that's not needed to apply!

Responsibilities

Provide fast, friendly, and knowledgeable chat support to our customers
Hold weekly office hours to help troubleshoot and answer questions on the fly
Get intimately familiar with school rostering systems to ensure our customer teachers and students have the right access to Magma Math
Create and edit creative and brand-aware (fun!) external support documentation and user guides
Help craft and send product-focused customer email communication
Respond to customer surveys to see where we can improve our products and services
Report bugs, erros, and feature requests to our Product team
Run our Solutions Competition twice a year, emailing customers and tracking usage across all North American district partners
Send customer swag
Help clean up data in our Support tools
Pull data and reporting from our database