Job Detail

WHO ARE WE?

Join us to make a difference for the next generation. At the intersection of education, technology, and play, our SaaS platform, Zorbit's Math, brings powerful learning and lots of smiles to classrooms by combining learning science, analytics, and play.

We are a social enterprise that is laser-focused on making the lives of students better, paying particular attention to supporting students who are too often marginalized. People who work here wake up each morning knowing that they are having a significant positive impact on the world.

WHY WORK HERE?

We have some awesome perks that are listed below, but the reason you'll really want to work here is because every one of our team members is awesome and driven to have an impact. Everyone is talented and hardworking, while also being warm, supportive, and compassionate.

As an employer, we believe that employees should have the flexibility to design and organize their own work day to create balance between their work life and their personal/home life. This is a place for people who really thrive on freedom and autonomy. We trust you to make decisions that will maximize both your happiness, and your ability to drive our mission.

Some of those perks we mentioned:

• A competitive base salary;

• Inclusion in annual bonus program;

• Support of work-life balance through remote work and workday flexibility;

• Social events and celebrations;

• Mission-driven culture;

• Cost-shared health and dental;

• 4 weeks paid vacation;

• Wonderful teammates (did we mention that one already?)

WHO ARE WE LOOKING FOR?

Our Customer Support Specialist (CSS) helps teachers, administrators, students and parents use our digital-learning platform, Zorbit’s Math Adventure. We are looking for a person who can assist our customers in both English and French via phone, email, and live chat. We're committed to transforming the classroom, putting better learning within reach for both teachers and students. The Customer Support Specialist plays a significant role in customer satisfaction and student achievement. If you want to make a real difference in students’ lives, enabling them to learn the most crucial subject on their path to success, just let us know.

This will be a full-time position within the Customer Success team, providing support to customers across Canada. Work hours will be primarily 10 AM - 6 PM (NDT), though evening shifts from 1 - 9 PM (NDT) may be required. The Customer Support Specialist reports to the Director, Customer Success.

WHAT WILL YOU BE DOING?

• Provide first level support, via phone, email, and live chat, in a timely and friendly manner, in both English and French;

• Collaborate with internal teams to research and resolve second level customer issues;

• Assist in troubleshooting and documenting school and district-level issues;

• Assist in creating, translating, and maintaining customer-facing and internal documentation;

• Stay on top of best practices in Customer Support to constantly improve our strategy and processes;

• Assist in collection of customer data regarding usage and experience;

• Perform other duties as assigned.

WHAT ARE THE REQUIREMENTS FOR THIS POSITION?

• Minimum 1 year experience in Customer Support or Customer Service would be considered an asset;
• Strong verbal and written communication skills in both English and French are required;

• Strong interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person;

• Excellent problem solving skills, patience, and a friendly demeanor.

LOCATION

Although we are headquartered in St. John’s, NL, this position can be located anywhere in Canada, with the opportunity to work remotely.

We recognize that there are significant institutional barriers to equity and inclusion in both classrooms and tech companies such as ours. We are an anti-racist company that seeks to act consciously to help break down those barriers. Moreover, we recognize that to deliver inclusive products and services to the teachers and young children who engage with us and our technology, we must have a diverse and inclusive staff. To that end, we are more than an equal opportunity employer - we consciously seek to make hires that increase the diversity of our staff.

Job Type: Full-time

Salary: $45,000.00-$50,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift