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Customer Solutions Representative [Contract]

San Francisco, CA, Durham, NC, or Remote Anywhere in the Continental U.S.

Founded by educators and technologists passionate about improving education, Clever is on a mission to connect every student to a world of learning. Already used by more than 70% of U.S. K-12 schools, Clever brings all applications into one secure portal and provides single sign-on for everyone. With the leading network of digital learning providers, Clever makes school more engaging, personalized, and fun.

We are looking for Customer Solutions Representatives to help us deliver outstanding customer experience for our school district and application partners through fast, friendly, and personalized technical support.

If you’re interested in connecting with customers via email and phone calls, growing knowledge of the EdTech industry and Clever’s product, and creatively solving technical issues, this is a great opportunity to do all that while connecting every student to a world of learning.

We have a highly collaborative and supportive team. We invest in our people. We have a robust 3-week onboarding program and then you’ll be in our Quality Assurance program for ongoing development. We want to make you successful, and have structures in place to support you!

WHAT WE’RE LOOKING FOR

• Experience in fast-paced customer-facing positions: you’ve worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e priority levels, deadline) and risk.
• Passion for solving technical problems: you know how to work directly with customers to assess their needs and define technical solutions
• Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before you’re comfortable with partnering with the customer and the Clever team to find a solution and then document our learnings.
• Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution.
• Technical Prowess: you pick up new technology quickly and love learning how things work.
• Team player: you’re passionate about uplifting others to make sure your team and customers are successful.
• Bonus:
  • Believe in Clever’s mission of making it easy to bring great software to the classroom
  • Experience handling issues related to data imports and integrations
  • Experience working with Single Sign On (SSO) or have a basic understanding of SSO
  • Experience working with or in K-12 schools or districts
  • Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Sigma, etc
• Ability to work 9am – 5:30pm PT, (Monday – Friday):
• Ability to work overtime mid-August through mid-September where it could be up to 2 hours of overtime a day (overtime paid at 1.5x hourly rate)
• Commitment to equity and belonging. At Clever, we believe the classrooms we serve and our company’s halls should be spaces that are erse, equitable, and inclusive. That is why we are committed to building erse teams, inviting every voice, and creating a safe space for everyone to be their authentic self. By fostering equity and belonging within our circles of influence, we unlock learning for ALL students.

WHAT YOU’LL DO

• Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your inidual queue.
• Communicate with District Administrators and our Application Partners to resolve product related issues as our customers are getting their Clever accounts ready for the new school year.
• Utilize analytical and problem solving skills to investigate, test, and troubleshoot system features.
• Navigate and contribute to internal and external product documentation.
• Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed.