Customer Support Specialist (Seasonal)

Freddie Mac; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Everway is seeking a Customer Support Specialist to enhance customer experiences by providing excellent support across multiple channels. The ideal candidate will have strong problem-solving skills and experience in customer support, helping customers maximize their use of Everway's solutions. This seasonal position ends on June 20, 2025, and offers a competitive salary and benefits.

Benefits

Flexible work schedules

Comprehensive health benefits

Career growth through development programs

Flexible time-off plans

Qualifications

• 2+ years of experience in customer support within EdTech or SaaS.
• Excellent verbal and written communication skills.
• Experience supporting customers via chat, phone, and email.

Responsibilities

• Provide high-quality support to customers across various channels.
• Troubleshoot and resolve technical issues while guiding customers.
• Maintain and update the customer knowledge base.

Skills

Communication

Troubleshooting

Problem Solving

Education

Bachelor's degree or equivalent experience in education or business

Tools

Zendesk

Salesforce

Job description

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood.

We're a global community of over 550 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

As a Customer Support Specialist at Everway, you will be on the front lines of customer support, assisting clients across multiple channels, including chat, phone, and email. You'll handle technical troubleshooting, subscription management queries, and product-related questions, helping customers get the most out of Everway solutions. You'll also manage and update our knowledge base to ensure customers have access to helpful self-service resources. This role is ideal for someone who enjoys problem-solving, has strong communication skills, and is passionate about delivering exceptional customer experiences.

We have an immediate need for this seasonal position, which is anticipated to end on October 31, 2025.
Main Responsibilities

• Provide high-quality support to customers across various channels, including chat, phone, and email, ensuring timely and effective resolution of issues.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions and escalating complex cases to the appropriate internal QA and development teams as needed.
• Assist with subscription management queries, including account updates and any subscription-related troubleshooting.
• Respond to general product questions and provide helpful guidance, empowering customers to maximize the value of our products.
• Maintain and update the customer knowledge base, creating and refining articles and FAQs to improve customer self-service options.
• Collaborate closely with other teams, including Customer Success and Product, to relay customer feedback, address concerns, and share insights for product improvements.
• Track, document, and report on support issues and customer interactions, ensuring accuracy and completeness in records.
• Proactively identify common issues and trends, recommending process or knowledge base improvements to enhance the customer experience.
• Uphold high standards for response times and quality of service, meeting or exceeding established KPIs for customer support.

Essential Criteria

• 2+ years of experience in customer support or a similar role, preferably within EdTech or a SaaS environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and effectively.
• Experience supporting customers through an omni-channel approach, including chat, phone, and email.
• Strong troubleshooting and problem-solving skills, with experience resolving both technical issues and general customer inquiries.
• Familiarity with CRM and support tools (e.g., Zendesk, Salesforce) and comfort using them to track, manage, and resolve customer queries.

Desirable Criteria

• Knowledge of the education sector, particularly K-12 or higher education, with an understanding of common technical needs in educational settings.
• Experience managing and updating a knowledge base, with a focus on creating helpful, user-friendly resources for self-service.
• Proficiency with basic troubleshooting for common technical issues, particularly within cloud-based software or EdTech platforms.
• Ability to identify patterns in customer queries and contribute to proactive solutions or improvements to support processes.
• Bachelor's degree or equivalent experience in education, business, or a related field.

Please submit your application on our website by end of day on Friday 20th June 2025.

Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter. Ready to make an impact? Apply today and be part of a company that invests in your success!

We are committed to providing a Drug-Free Workplace for all employees.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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