About Overgrad

Overgrad is on a mission to give K-12 school districts across the United States super powers as they work to improve the access their students have to postsecondary pathways.

We do this by building tools and trainings that help districts learn from and leverage their student data with an aim on increasing the likelihood of success after high school. We are looking for more people to join us on our mission to ensure that all students have a clear and supported path to future opportunities. You will be joining a team that works with some of the most innovative organizations in the college and career readiness space including KIPP, Uncommon Schools, and Summit Public Schools.

Role

One of our core values is to wow our customers, and you’ll contribute directly towards this focus. As a Customer Support Representative, you’ll provide frontline support for our biggest and most influential customers. You’ll provide answers to frequently asked questions, troubleshoot common issues, and help guide customers to other relevant resources when they reach out to our team for help. Your contributions help keep our customers happy by efficiently and effectively solving their problems, while your responsiveness and prioritization allows our Customer Success team to focus on strategic and proactive support to help ensure each and every customer experiences success.

So what does this look like day-to-day? You will manage direct support for our New York City Public School accounts. You’ll partner with our Community Engagement Manager to provide training on key features and proactive support aligned to district goals. This will also entail handling support tickets that come in to make sure our customers feel supported when they need us most. Finally, you will be allocating part of your week to analyzing data. Don't worry, no need to be a data scientist, this type of data analysis is more focused on usage. If you see something troubling in one of your accounts, it will be your job to identify it and reach out to proactively address the issue.

Key problems you will help us solve

• Adapt and improve internal systems to maximize team’s efficiency, specifically focused on ticket resolution, resource access and availability, and informational organization
• Identify product development opportunities through analysis of usage data, support ticket submissions, and customer feedback
• Develop expertise on some of our biggest customers’ workflows, goals, and practices to provide differentiated and specific support as related to Overgrad
• Design and write well-structured helpdesk articles so customers can find the answers they need when they need them.
• Keep our customer retention rate above 90%.

You will do this by

Direct Customer Support (75%)

• Work closely with our New York City Community Engagement Manager and Head of Customer Success to identify and address common challenges and opportunities for improved support
• Deliver NYCPS-specific training sessions to address common challenges and provide proactive support for upcoming initiatives and goals
• Serve as primary responder for support tickets through both phone and email requests, and communicate with Customer Success, Development, and Product teams to resolve customer issues
• Assist with tracking and data entry to track implementation and progress towards usage goals

Internal Operations Management (20%)