We are looking for an energetic, persistent go-getterwith at least 2 years of prior customer support experience to joinour team as a Customer Support Representative for Atlas. In thisrole, you will be responsible for customer support operations in Colombia as part of our customer support team. The right candidatewill be a self-starter able to stay focused on their prioritieswhile still working within a highly collaborative team, and willingto be creative and think outside the box while still aligning theirwork with broader team and company goals. They must be available towork during the LATAM time Zones (preferably able to work until 5pm PST) Our service commitment to schools encompasses globalsupport Monday through Friday, and online and onsite training. Youwill have primary responsibility to support our Atlas schoolsduring West Coast Support Hours (available to work 8-5 PST / 10-7COL (UTC -7)). Atlas is the leading curriculum planning platformtrusted by over 6,000 schools around the world, and it providesseamless collaboration for teachers, administrators, and curriculumwriters along their curriculum development journey. Initiate,revamp, and continuously refine the curriculum development processin one unified system. What you’ll learn in the first 30–45 days -Product knowledge, the hows and whys of using Atlas - The nuts andbolts of Atlas as a SaaS business - The role of support and whygood customer experiences matter - The context and workflows of America's schools and how to best support them Key Responsibilities - Running telephone and e-mail support operations, responding tosupport tickets - Providing one-to-one online training for accountset up and implementation to fit school-specific processes, or howto use a specific feature best. You will occasionally need totravel for an on-site training within the Americas region. -Ensuring that our quality of service (e.g. support request timesand resolutions) are maintained at levels of excellence - Makingcustomers happy (this requires grace under pressure, especiallywhen you’re dealing with a challenging customer who has urgentdemands and time pressure) - Providing Quality Assurance (QA)testing for new feature deploys - Devising ways to improve our helpand support materials A Normal Week - Responded to 100 supportemails. - Talked with 10 schools by phone. - Conducted 3 onlinetrainings. - Conducted a webinar. - Updated help tutorials. -Relayed bugs or feature requests to our development team as aresult of feedback from schools. - Worked on special projects thatcome through support quarterly (could include support videocreation, stepping in to help other teams, Atlas Template creationprojects, etc.). Career Path Various career paths are open to you,depending on skill level and interest: - Advanced Customer Support:Organizing next-level customer success through new documentation,training programmes, and events. - Sales & Marketing:Organizing marketing campaigns and taking responsibility forincremental sales growth. - New Products: Moving vertically tosupport the launch of new products - Management: Learning the nutsand bolts of SaaS business management and moving to a directorshipwith P&L; responsibility. Requirements Prior Experience &Requirements; - 2+ years of experience in Customer Support, CustomerService, Technical Support, Account Management, ImplementationManagement, or similar SAAS roles. - Strong written and oral English communication skills with careful attention to detail. -Fluency in Spanish or Arabic is a plus. - Interest in EdTech anddesire to make life better for families and schools. - Eagerness,competitive attitude, & ambition to achieve. - Demonstratedcompetence / Self-learning. - Product Management experience isbeneficial but not required. - Anticipate 15-20% travel, though itmay be more or less depending on personal preference. - Right towork in Colombia/Mexico. Capabilities & Character - ProductKnowledge & Understanding of Customer ‘Jobs-to-be-Done’. -Proficiency with all Customer Success Tools (Jira, Zendesk,Basecamp, Google Docs, Zoom, etc). - Ability to work autonomouslyand collaborate with other departments on small projects and tasks. - Improvement is based on feedback and observation from others. -Online Presence & Responsive Communication. - Customer empathyand quick resolution - Responsibility and ownership of tasks andprojects. - Collaboration across teams and time zones. - SuccessMetrics - Number of tickets solved & trainings completed. -Beating individual customer satisfaction targets & responsetimes. - Quality of support & guidance provided. All qualifiedapplicants will receive consideration for employment without regardto age, race, creed, color, national origin, ancestry, maritalstatus, affectional or sexual orientation, gender identity orexpression, disability, nationality or sex. Please note: Onlyshortlisted candidates will be contacted due to a high volume ofapplicants. Benefits - Competitive salary plus eligibility for asales team variable compensation plan - Professional certificationbudget - Unlimited book budget - Monthly health and wellnessallowance - Friendly atmosphere & team socials ABOUT FARIAEDUCATION GROUP For over 15 years, Faria Education Group has deeplyunderstood the needs of schools, leveraging extensive experience ineducation. Our dedication to reaching every learner and inspiringevery educator has supported over 10,000 schools and 4 millionstudents across 155 countries. We are committed to drivingtransformative experiences for learners, educators, and familiesglobally. Our integrated SaaS solutions suite supports all aspectsof curriculum management (Atlas), teaching and learning(ManageBac), admissions (OpenApply), and school-to-homecommunications (SchoolsBuddy). With an unwavering commitment toinnovation, our technology meets rigorous data protection andsecurity standards, ensuring first-class training and support. Through our innovative online schools (Pamoja and Wolsey Hall), weprovide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education toschools and homes worldwide. Join us in our commitment totransforming education and empowering communities worldwide.https://www.faria.org/careers Customer Service