Product Support Analyst

The Product Support Analyst will work to provide optimal support to Voxy’s customers throughout the customer lifecycle. This is an entry level position that reports to the Director of Product Marketing and Customer Operations, and together, they will find ways to provide effective, high quality support for all of Voxy’s customers. 

Your responsibilities will include:

• Provide support and encourage customers throughout their experience
• Share advice and tips to help customers reach their goals
• Manage large amounts of incoming emails
• Identify and assess customers’ needs 
• Correctly tag customer interactions
• Act as the main point of contact for all technical related issues from customers
• Manage onboarding and setup of new customers
• Investigate and identify tech and configuration issues reported by customers
• Receive complaints and provide appropriate solutions and alternatives within time limits
• Interact with internal teams, especially Product, Customer Success, and Channel in order to solve customers' issues and questions
• Analyse most frequently requests received, propose action plans
• Join designated projects related to customer experience

 What we're looking for:

• Well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email and phone calls.
• A people-person that can exercise diplomacy, tact, and grace under pressure when working through customers issues
• Strong verbal and written communication skills, with expertise in writing concisely
• Demonstrated ability to multi-task while maintaining a strong attention to detail
• Must be patient, amiable, confident and a good listener
• Have a passion for language-learning (to empathize with our customers!)
• Able to work 40 hours per week with a shift from 9AM – 6PM 
• Proficiency in English and either Spanish or Portuguese (other can be learned on the job)
• Experience working with Zendesk and  working remotely is a plus
• Interest in English language learning or in education-related fields
  

In addition to a rewarding job that that will directly impact how millions of students learn English, working here, you’ll enjoy:

• Competitive salary (base/bonus/commission)
• Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
• Remote friendly work policies
• Language classes w/ Voxy 
• Work with an international team based in the U.S., and globally
• Ongoing professional development and reimbursement for attendance at industry or professional conferences!
• Incredible team of super bright, creative, talented and passionate individuals

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital, veteran, or disability status.

About Voxy:

Voxy is a leading web and mobile-based English learning platform that provides personalized language instruction to major educational institutions, corporations and governments in North and South America, Europe and Asia. Voxy’s proven approach draws on more than 30 years of academic research on second language acquisition. Every online course combines adaptive learning technology and authentic, real-world content to support learners’ unique needs in real time. Voxy launched in 2010 as one of the most disruptive technology startups of the year, and has since been used by millions of learners around the world. It has been recognized for its innovative approach by major media outlets including the New York Times, Forbes, CNN, Veja and Fast Company, and is backed by leading education and technology investors including Rethink Education, ff Venture, Contour Venture Partners and Pearson PLC. Voxy is headquartered in the U.S. with team members in the U.S., Brazil and around the globe.

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