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Tech Support Agent
hace 3 semanas
**About us**
Have you always wanted to put your passion for education to use on the job? Would you like to work with an incredible team making an impact on learning around the world? If you answered yes, we can't wait to meet you
And just who are we? Edpuzzle is a leading edtech company with offices in San Francisco and Barcelona and over 10 years of history helping teachers find and create exciting, interactive video lessons. Over 80% of U.S. schools and millions of teachers and students in 150+ countries around the world are already using Edpuzzle to make education more equitable and engaging.
**About the role**
We’re looking for our next Technical Support Agent to join our Global Tech Support Team. In this role, you’ll play a key part in supporting the Technical Support Team Lead as well as collaborating with the Product, Sales, and Customer Success teams to ensure a seamless user experience. Your primary responsibilities will include providing technical assistance, troubleshooting hardware and software issues, and answering user inquiries related to Edpuzzle’s technical aspects. You will also act as a regular backup to the Customer Support team, helping maintain a high level of user satisfaction across all touch points.
**Wondering what it’s like to work at Edpuzzle?**
Picture a place where you can connect with your teammates, whether remotely or in person, whenever you need support. A place where one day you're helping shape one of the biggest edtech platforms in the world, and the next day you're doing a teambuilding activity with your coworkers. A place where everyone has been selected because they're the best at what they do, and where your manager and team trust your decisions fully.
It's no surprise that in our latest employee satisfaction survey, **Work-Life Balance (92%)**, **Leadership (85%)**, and **Employee Engagement (84%)** were highlighted as our top drivers, because we genuinely care about creating an environment where people can thrive, feel supported, and do their best work.
A place where you're encouraged to learn and grow - because education is the cornerstone of everything we do.
**About the job**:
- Become an Edpuzzle expert
- Handle cases daily and respond in a timely manner via the Customer Support platform Zendesk
- Work in tandem with Customer Support on support-related issues as assigned
- Collaborate closely with Customer Success and Product teams to resolve technical issue resolutions
- Always aim to reduce your ticket queue to zero
- Continuously improve the quality of your responses, support resources (macros and Help Center articles), and overall user experience based on data
- Anticipate and help reduce potential future cases
- Use Asana and Slack to manage tasks and communicate with the team
- Occasionally support the Sales team during client meetings by offering technical expertise. While you won’t be directly involved in selling, your insights will help drive successful sales conversations.
- Be open to occasional travel (up to 10%) to assist with these sales engagements
- Performs other duties as assigned
**About you**:
- Based in **Barcelona**:
- Minimum of 3 years prior experience in a technical support role
- Minimum of 3 years prior experience providing remote customer support
- Solid understanding of common HTTP status codes (e.g., 401, 403, 404, 429, 500, 503) and their implications in a web-based SaaS environment.
- Proficiency in **Microsoft Teams** in a professional environment
- Experience working with **network filters** such as Smoothwall, Sophos, Blocksi, & IMT Lazarus
- Experience handling sensitive user account information
- Strong focus on combining product knowledge, communication skills, problem-solving abilities, with a customer-centric approach to deliver customers experiences and support growth of the business
- Proficiency in **English** and **Spanish**
**Bonus skills**:
- Experience using Zendesk, Hubspot, macros, or other customer support tools
- Experience providing telematic second-line support to teachers, schools and districts worldwide including, but not limited to, product setup, integrations settings, and network configuration filters
- Fluency in other any languages (Italian, French, Arabic)
- or another amazing skill you bring to the table that we haven’t thought of yet
**What’s it like to work in hybrid set up?**:
- Work from the comfort of your own home
- Use the Edpuzzle office as much as you like
- Meet with your manager and team via video calls on Google Meet, Slack
- Connect with coworkers via Slack (with channels for work and for fun)
- To enjoy our remote work policy, you’ll need high-speed internet access
**What we offer**:
- While we are a remote-first company, for this role we’re seeking someone who appreciates the balance of working from home and spending time at our Barcelona office
- Competitive salary at €27,000 - €30,000 based on your professional experience
- Free private health insurance policy
