Customer Support Specialist

About MySchool

MySchool is a web-based platform that helps schools organise their data, streamline their processes and engage with their communities. We’ve been around for 15 years and help over 200 schools worldwide with their daily needs. Whereas we are involved in large and long-term contracts with governments and multinational organisations, we want to outgrow our regional player status to become a global force in the EdTech industry.

We are a team that is passionate about education and providing the best solutions for administrators, students, and parents alike. Our team is collaborative, fun, and always looking for new and innovative ways to improve the lives of the people we serve. We’re proud of our work/life balance, the diversity and inclusiveness of our team, its drive and professional calibre. Everyone in the company has access to a well-being budget, a self-development budget and a work-from-home budget.

Role Description

We are seeking a Customer Support Specialist who excels at clear communication and thrives on helping customers solve challenges, all while delivering exceptional service. You’ll be the first point of contact for schools using our platform, assisting them via calls and Zendesk tickets. Your ability to provide solutions in an empathetic, patient manner will be key to fostering trust and satisfaction.

Your role will involve troubleshooting technical issues, providing step-by-step guidance, and ensuring that users can fully leverage the platform’s features. You’ll simplify technical details and make sure every customer interaction is positive, empowering schools to succeed in using our technology.

Working closely with our Customer Success Managers (CSMs), you'll escalate issues that may affect ongoing client relationships, ensuring they’re resolved quickly and efficiently. Your collaboration with the CSM team will be vital in maintaining smooth communication and a seamless experience for our schools.

Key Responsibilities

Develop a deep understanding of the MySchool system.
Respond to and resolve Zendesk tickets and phone calls from schools in a timely and professional manner.
Troubleshoot platform-related issues, providing clear instructions and solutions
Escalate client-specific concerns to the Customer Success Managers (CSMs) for further follow-up when needed.
Offer proactive support and guidance to help schools fully utilize our platform.
Collaborate with internal teams, including Product, and Engineering to resolve more complex issues.
Log notes and keep all interactions up-to-date in our CRM.

Must Haves

+1 year experience as a Customer Support Specialist in a B2B (ideally SaaS) company.
Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms.
Experience with Zendesk or similar ticketing systems.
Strong problem-solving skills, with a customer-centric mindset.
Experience working collaboratively with customer-facing teams, such as CSMs and developers.
Comfortable with software and a problem-solving mindset
An interest in technology and education, with a passion for helping others succeed.
Ability to manage multiple inquirines simultaneously and maintain a high level of service.
Self-motivated, detail-oriented, and adaptable to changing needs and priorities.

Nice To Have

Prior experience in education, especially K-12 environment
Proficient in spoken and written Maltese.
Proficient in spoken and written French

Location

Fully remote and based in Malta, supporting K-12 schools in North America.

Working Hours

This role typically works 1:00 PM to 10:00 PM to support our North American clients. As part of a staggered support team, working hours may occasionally shift earlier to ensure coverage when other team members are unavailable.

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