Ready Education

About Ready Education

At Ready Education, we build mobile apps that help students succeed in school. We work with hundreds of universities and colleges across the world, helping them engage their students and improve student life on campus. As a Support Team lead, you will manage a small team as it grows. You will interface with the quality assurance and integration teams to troubleshoot problems reported by customers. You will ensure customers are delighted by their experience with support, by phone and email. You will gather metrics about the operations of the support team, and make recommendations to improve processes. On a typical day, you will: Review, summarize and triage all new customer issues. Liaise between the Support and Dev teams Identify “hot” issues and escalate them as needed Use advanced product knowledge to dig in and help solve issues Follow-up on issues, tag all issues, and review metrics Identify gaps in process and procedures, and suggest improvements You will be evaluated on your ability to: Accurately summarize a customer email Keep team metrics (first reply time, total resolution time, customer satisfaction) at set levels Report metrics to the development team Systematically document technical support procedures Build procedures that reduce the number of issue escalations over time To do this job well, you need: A sense of empathy and active listening skills Strong technical aptitude, including the ability to troubleshoot Experience developing, testing or supporting apps is a major bonus. Likewise for browser-based client-server software Familiarity with Zendesk or another browser-based customer support system is a bonus Ability to work in English and French. You must have strong reading comprehension skills, and be able to write professionally in English. You must be able to write in French, assisted by Google Translate if necessary The ideal candidate: Has experience of any kind working in a call centre of >25 people Knows how to troubleshoot and solve problems. Strong reading and writing skills make it easy for this person to translate concepts between users and developers. Has enough technical knowledge to talk directly to developers about customer issues and solutions. This knowledge is broad enough to cover a mobile app, associated middleware and back-end, and a web-based portal. The ideal candidate seeks first to understand, then to speak, and is a good listener. What’s in it for you? By helping students graduate from college and university, you are making the world a better place Your voice, insights and opinions will carry weight and be valued There is opportunity for both personal and professional growth and career advancement Two weeks vacation time, flexible, plus time off at Christmas Foosball table, video games, office chess team, team lunches, and free coffee Our office is conveniently located near Berri-UQAM metro and is accessible via public transportation Reference ID: Ready Education [TS-L2] Job Types: Full-time, Permanent Salary: $45,000.00 to $52,000.00 /year Experience: call-center ( >25 people): 1 year (Required)

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Legal Form: Inc

Company Type: Private

Company Size: 51 - 250

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Job Ads found: 50

Job Ads per Month: 2.0

Hiring Locations: 3

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