Associate Customer Support Analyst

TL;DR

Associate Customer Support Analyst (EdTech): Providing expert assistance to educators, students, and parents while collaborating with internal teams to improve software products with an accent on troubleshooting and product documentation. Focus on identifying customer needs, replicating software issues, and ensuring high-quality user experiences through effective communication.

Location: Must be based in the Raleigh, NC area (Onsite)

Company

hirify.global is the largest EdTech company in the United States, dedicated to creating innovative learning products that impact millions of students and educators globally.

What you will do

• Develop deep product expertise to assist users with best practices and software navigation.
• Provide ongoing support to customers via chat, phone, and email.
• Troubleshoot technical issues and provide expert solutions or workarounds.
• Analyze and replicate software bugs to assist engineering teams with reports.
• Create and maintain comprehensive product documentation for internal and external use.
• Gather and relay customer feedback and feature requests to internal stakeholders.

Requirements

• BA/BS degree required.
• Must be based in the Raleigh, NC area.
• Strong written and oral communication skills.
• Exceptional critical thinking, research, and problem-solving abilities.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.
• Detail-oriented and organized approach to work.

Nice to have

• Experience in a customer-facing corporate role.
• Teaching or tutoring experience.

Culture & Benefits

• Collaborative work environment that values the open exchange of ideas.
• Mission-driven culture focused on making a positive difference in education.
• Emphasis on kindness, respect, and authenticity within the team.
• Opportunity to work on products impacting millions of learners.