Customer Support Representative, Atlas

INTERESTED APPLICANTS MUST APPLY HERE: https://apply.workable.com/faria/j/A4403D1886/apply/ DESCRIPTION We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support experience to join our team as a Customer Support Representative for Atlas. In this role, you will be responsible for customer support operations in Taipei as part of our customer support team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work during Taipei time zones. Our service commitment to schools encompasses global support Monday through Friday, and online and onsite training. You will have primary responsibility to support our Atlas schools during . Atlas is the leading curriculum planning platform trusted by over 6,000 schools around the world, and it provides seamless collaboration for teachers, administrators, and curriculum writers along their curriculum development journey. Initiate, revamp, and continuously refine the curriculum development process in one unified system. What you’ll learn in the first 30–45 days Product knowledge, the hows and whys of using Atlas The nuts and bolts of Atlas as a SaaS business The role of support and why good customer experiences matter The context and workflows of America’s schools and how to best support them KEY RESPONSIBILITIES Running telephone and e-mail support operations, responding to support tickets. Providing one-to-one online training for account set up and implementation to fit school-specific processes, or how to use a specific feature best. You will occasionally need to travel for an on-site training within the Americas region. Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence. Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer who has urgent demands and time pressure). Providing Quality Assurance (QA) testing for new feature deploys. Devising ways to improve our help and support materials. A Normal Week Responded to 100 support emails. Talked with 10 schools by phone. Conducted 3 online trainings. Conducted a webinar. Updated help tutorials. Relayed bugs or feature requests to our development team as a result of feedback from schools. Worked on special projects that come through support quarterly (could include support video creation, stepping in to help other teams, Atlas Template creation projects, etc.). Career Path Various career paths are open to you, depending on skill level and interest: Advanced Customer Support: Organizing next-level customer success through new documentation, training programmes, and events. Sales & Marketing: Organizing marketing campaigns and taking responsibility for incremental sales growth. New Products: Moving vertically to support the launch of new products Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.