CUSTOMER SUPPORT REPRESENTATIVE, ATLAS [M-410]

Our service commitment to schools encompasses global support monday through friday, and online and onsite training. you will have primary responsibility to support our atlas schools during west coast support hours (available to work 8-5 pst / 10-7 col (utc -7)). atlas is the leading curriculum planning platform trusted by over 6,000 schools around the world, and it provides seamless collaboration for teachers, administrators, and curriculum writers along their curriculum development journey. initiate, revamp, and continuously refine the curriculum development process in one unified system. **what you’ll learn in the first 30-45 days** - product knowledge, the hows and whys of using atlas - the nuts and bolts of atlas as a saas business - the role of support and why good customer experiences matter - the context and workflows of america's schools and how to best support them **key responsibilities** - providing one-to-one online training for account set up and implementation to fit school-specific processes, or how to use a specific feature best. you will occasionally need to travel for an on-site training within the americas region. - ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence - making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer who has urgent demands and time pressure) - providing quality assurance (qa) testing for new feature deploys - devising ways to improve our help and support materials **a normal week** - ...