ABOUT US
EnglishScore is an EdTech venture which is scaling rapidly as it becomes the global test and certificate of English for employment. We are backed by the British Council, the globally-renowned authority in English language teaching and testing; and by Blenheim Chalcot, the UK’s leading digital venture builder.
We are growing fast in Latam, and over 100+ universities are part of our Approved partner programme. We are also working with reputable organisations and government bodies around the world.
We are making big waves in this industry and we want talented, interesting people to join us on the journey.
ABOUT YOU
We are looking for a friendly, empathetic, and tech-savvy Product Support Specialist with strong prior experience in customer service at world-class software companies.
You love creative problem-solving, thrive in fast-paced environments, and communicate well in English and Spanish.
You know how to:
Coach and support people using complex technology for the first time;
Communicate clearly with engineering teams;
Provide feedback to product management teams.
This role reports to the Head of Test Operations at EnglishScore, and is the perfect opportunity for someone looking to transition into product management from customer support.
EXPECTATIONS
The Product Support Specialist role plays a critical part in supporting the testing activities of our partners in Latin America. Your responsibility is to ensure and enable a smooth experience for them when using EnglishScore.
This includes:
- Working with our clients to prepare for their English language testing, e.g. leading webinars, running pre-test technical checks, checking that technical requirements are met;
- Providing live real-time support during testing periods, e.g. troubleshooting issues experienced by test-takers, answering questions from administrators;
- Supporting post-testing activities, e.g. reviewing results in our web Dashboard, following up with any issues experienced during testing, providing input for future product development;
- Creating, maintaining, and improving product support resources and documentation;
- Working closely with regional team members (sales, account management)
- Working closely with our engineering and product teams.
DAY TO DAY
A typical day might include:
- Joining the daily Latam team meeting to understand which new partners are being onboarded and what testing volumes to anticipate;
- Providing real-time standby support to a key client as they test hundreds of students;
- Coordinating status of new releases, issue resolution with product team;
- Updating public tutorials with new popular FAQs;
- Checking on the status of a bug affecting iOS users;
- Providing input based on feedback from regional markets to our product and design teams.
REQUIREMENTS
To be considered for this role, you must have:
- At least two years of experience in a customer support / customer-facing role, supporting a complex software application
- Excellent verbal and written communication (Spanish and English)
WHAT WE OFFER
- The opportunity to work on a global service with a diverse audience in a dynamic start-up environment
- A fair compensation package
- Chromebook
OFFICE
This is a work-from-home position but may require some regional travel.
