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 OpenApply. Inthis role, you will be responsible for customer support operationsin Colombia as part of our customer support team. The rightcandidate will be a self-starter able to stay focused on theirpriorities while still working within a highly collaborative team,and willing to be creative and think outside the box while stillaligning their work with broader team and company goals. They mustbe available to work during the LATAM Time Zones. Our servicecommitment to schools encompasses global 24-hour telephone ande-mail support Monday through Friday, occasional weekend coverage,online and onsite training, and hosting annual conferences foradmissions professionals. You will have primary responsibility forsupporting our OpenApply schools during the Support Hours(available to work 9-6 COT(UTC -5)). OpenApply is an admissionsmanagement system & CRM serving over 800 of the world’s leadinginternational & independent schools, supporting the applicantfrom discovery & enquiry to admissions & enrollment. Whatyou’ll learn in the first 30–45 days - Product knowledge, the howsand whys of using OpenApply - The nuts and bolts of OpenApply as aSaaS business - The role of support and why good customerexperiences matter - The context and workflows of internationalschools and how to best support them Future Milestones -Internalized Faria Habits & Routines. - Internalized support& implementation processes encompassing. - Proven Commitmentduring Crisis. Key Responsibilities - Running email & telephonesupport operations, responding to support tickets from teachers& schools admins - Providing one-to-one online trainingsessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training andevents. - Leading our new clients through the OpenApplyimplementation process for training on and using the system. -Hosting live webinars with hundreds of guests, with clearcommunication & presentation skills - Ensuring that our qualityof service (e.g. support request times and resolutions) ismaintained at levels of excellence - Making customers happy (thisrequires grace under pressure, especially when you’re dealing witha challenging customer that has urgent demands and time pressure) -Providing Quality Assurance (QA) testing for new feature deploys -Devising ways to improve our help and support materials Over thecourse of a normal week, you would have: - Responded to 150–300support emails. - Talked with 20–30 schools by phone. - Set up 1-5school accounts. - Conducted 5–10 online trainings. - Updated 1–2help tutorials. - Relayed several bugs or feature requests as aresult of feedback from schools. Requirements Prior Experience& Requirements - 2+ years experience in Customer Support,Customer Service, Technical Support, Account Management,Implementation Management, or similar SAAS roles. - Strong writtenand oral English communication skills with careful attention todetail. - Fluency in English and Spanish languages is required. -Interest in EdTech and desire to make life better for families andschools. - Eagerness, competitive attitude, & ambition toachieve. - Demonstrated competence / Self-learning. - ProductManagement experience is beneficial but not required. - Anticipate15-20% travel, though it may be more or less depending on personalpreference. - Right to work in Columbia. Capabilities &Character; - Product Knowledge & Understanding of Customer‘Jobs-to-be-Done’. - Proficiency with all Customer Success Tools(Jira, Zendesk, Basecamp, Google Docs, Zoom, etc). - Ability towork autonomously and collaborate with other departments on smallprojects and tasks. - Improvement is based on feedback andobservation from others. - Online Presence & ResponsiveCommunication. - Customer-empathy and quick resolution -Responsibility and ownership of tasks and projects. - Collaborationacross teams and timezones. - Success Metrics - Number of ticketssolved & trainings completed. - Beating individual customersatisfaction targets & response times. - Quality of support& guidance provided. Career development and other businessneeds occasionally present themselves, even for non-travelingroles; therefore, we ask all Faria Education Group employees tomaintain a valid passport. All qualified applicants will receiveconsideration for employment without regard to age, race, creed,color, national origin, ancestry, marital status, affectional orsexual orientation, gender identity or expression, disability,nationality or sex. Please note: Only shortlisted candidates willbe contacted due to a high volume of applicants. Benefits -Competitive salary plus eligibility for a sales team variablecompensation plan - Professional development budget - Unlimitedbook budget - Monthly health and wellness allowance - Friendlyatmosphere & team socials ABOUT FARIA EDUCATION GROUP For over15 years, Faria Education Group has deeply understood the needs ofschools, leveraging extensive experience in education. Ourdedication to reaching every learner and inspiring every educatorhas supported over 10,000 schools and 4 million students across 155countries. We are committed to driving transformative experiencesfor learners, educators, and families globally. Our integrated SaaSsolutions suite supports all aspects of curriculum management(Atlas), teaching and learning (ManageBac), admissions (OpenApply),and school-to-home communications (SchoolsBuddy). With anunwavering commitment to innovation, our technology meets rigorousdata protection and security standards, ensuring first-classtraining and support. Through our innovative online schools (Pamojaand Wolsey Hall), we provide comprehensive educational experienceswith IB Diploma and Cambridge online courses, deliveringhigh-quality education to schools and homes worldwide. Join us inour commitment to transforming education and empowering communitiesworldwide. https://www.faria.org/careers Customer Service