Essential Functions
- Customer Support & Troubleshooting: Monitor and manage support channels for administrators and end users, addressing inquiries, feedback, and technical issues promptly to ensure a seamless user experience.
- User Assistance & Training: Provide empathetic, solution-oriented customer support, empowering users with knowledge and self-service resources. Conduct video calls to offer tailored guidance and troubleshooting.
- Product Expertise: Develop a deep understanding of the PeopleGrove platform through ongoing training and stay updated on new features and enhancements.
- Technical Issue Resolution: Identify, document, and troubleshoot technical issues, escalating bugs and critical concerns to the engineering team for resolution.
- Collaboration & Process Improvement: Work closely with Product, Engineering, and Customer Success teams to enhance the overall user experience and drive continuous improvements and enhance the overall customer experience..
- Operational Efficiency: Contribute to internal initiatives aimed at optimizing support workflows, increasing efficiency, and improving service delivery.
Qualifications
- Minimum 2 years in a customer support or technical support role, preferably in SaaS or technology-based companies
- Proven ability to work effectively in a remote environment with minimal supervision.
- Strong troubleshooting abilities, particularly in areas such as Single Sign-On (SSO), APIs, and data management.
- Proficiency with customer support tools (e.g., Zendesk, Jira, Intercom).
- Excellent verbal and written English communication skills, with the ability to explain complex technical concepts in a simple and engaging manner.
- Experience leading or assisting with customer-facing video calls, training sessions, or webinars.
- Self-motivated, detail-oriented, and able to manage multiple tasks efficiently in a fast-paced environment
- A strong sense of empathy, ownership, and urgency in delivering outstanding service.
- Natural curiosity and eagerness to learn, with a passion for knowledge-sharing and improving processes
What We Offer
- Competitive salary and benefits.
- Remote work opportunity.
- Flexible Time Off policy.
- Opportunities for career growth and development.
- A dynamic and mission-driven work environment.
- The chance to work with a passionate, innovative, and collaborative team.
- Reimbursement of home office setup.
Top Skills
What We Do
As higher education’s first Career Access Platform™, PeopleGrove is a smart career network that recommends Mentorship, Networking, Career Exploration, and the Job Connections that together effectively build the social capital learners need to succeed.
Unlike other student success tools and alumni engagement software, PeopleGrove is lifelong career support that’s smart, personal, and helpful even to those without a network, experience, or clear starting point.
Established in 2015, PeopleGrove set out to build the most helpful network ever created because we believe career fulfillment is a right every single person should have. To date, we've helped millions of learners on their career journeys:
- 1+ million connections
- 96% retention rate
- 20+ million users
- 60% of US News Top 100 Universities
- 5/5 average rating from user interactions
- 450+ customers served
PeopleGrove is proudly part of The Riverside Company portfolio of companies. With their partnership, we are a transformational organization that prides itself on building an environment where curiosity is rewarded and the unknown is embraced.
Places to go. People to be.
