About Otus
Otus offers a seamless K-12 learning platform for administrators, teachers, students, and families.We implement amazing ideas from awesome people and we need more awesomeness on our team. Are you passionate, collaborative, love to geek out on technology, and want to work for a mission-driven company that is shaping the way teachers, students, and parents of students learn together? If so, we want to hear from you. Our diverse team consists of talented designers, developers, coaches, and leaders who share a variety of interests.
You'll find musicians, world travelers, beer enthusiasts, nerds, sports fans, and all-around great people who shape our positive culture.Your RoleWe are looking for a talented and highly motivated Client Support Specialist to join our amazing team at Otus.As the first point of contact for support-related inquiries, you will provide exceptional customer support through in-app chat and email, resolving technical issues and enhancing our users’ experience. You will become an Otus expert, actively improve customer product knowledge, contribute to product development with user feedback, and collaborate with team members to ensure consistent messaging while supporting our clients.The ideal candidate will possess exceptional customer service skills, strong technical and problem-solving abilities, and have experience guiding clients to successfully use online-based education services.
You must thrive in a fun, fast-paced environment, possess a strong work ethic, and share a passion for learning. This role will report to our Manager of Client Support. ResponsibilitiesClient Support
- Provide world-class product and technical support to our users via in-app chat and email.
- Enhance customers’ product knowledge and offer guidance on best practices to ensure adoption and success.
Technical and Product Support
- Handle and escalate customer technical cases, providing follow-up and updates to relevant teams and users.
- Develop proactive support strategies to anticipate and address potential user challenges.
Feedback and Documentation
- Submit detailed bug reports and support requests to the development team.
- Create accurate and relevant client-facing product documentation and internal documentation.
Training and Development
- Develop and maintain product support resources including knowledge base articles, videos, product tours, and Otus Live series.
- Provide Q&A support for our Client Experience Partners during remote training sessions.
Product Development Collaboration
- Collaborate with the product team and Client Experience Partners to identify customer needs and share feedback.
- Participate in product testing and attend pre-release meetings.
- Facilitate client engagement with Canny for feature requests.
- Assist in planning and coordinating pre-release activities for key product features and platform changes.
- Perform other job-related duties as assigned.
Support Team Schedule
- Our support team operates from 7am CDT to 6 pm CDT Monday through Thursday, and 7am CDT to 5pm CDT on Fridays.
- We offer flexible scheduling with staggered start times to cover these hours and will expect candidates to be adaptable with their scheduling to meet team needs.
Qualifications
- Exceptional customer service and problem-solving skills, with an analytical approach to addressing customer needs.
- Articulate communicator who can comfortably adapt tone to effectively convey messages.
- The ability to quickly learn and become a subject matter expert on new products and ongoing product changes.
- Experience in an educational technology environment and/or customer support field is a plus.
- Strong analytical skills, detail-oriented, with the ability to prioritize, effectively multi-task, and meet deadlines.
- Ability to work independently and collaboratively in a remote setting.
- Familiarity with SaaS services/cloud technologies such as Intercom, Jira, Confluence, and Slack.
- A willingness and ability to “dive right in”, be effective, and make a difference.
- Curiosity about “how things work” and “how to make them better.”
- Teaching experience is preferred.
Benefits and Perks
- Excellent Medical, Dental and Vision coverage effective day 1 of employment
- 20 PTO days per year
- 5 Sick days per year
- 16 Holidays per year, including your birthday and a day to do something you love
- 12 weeks of full paid parental leave for the care of a new child
- $1,500 Annual Professional Development/Tuition Reimbursement Benefit
- Employer Paid Life and Short & Long Term Disability Insurance
- 401K Plan with a Safe Harbor Employer Match (up to 4%)
- $500 per year Work From Home Allowance
- MacBook Pro and two screens for your home office
- Company SWAG
Otus is an Equal Opportunity Employer and embraces diversity of every kind. You must be legally authorized to work in the US. Unfortunately, the company is unable to support sponsorships at this time.
