Customer Support Specialist (Seasonal)

As a Customer Support Specialist at Everway, you will be on the front lines of customer support, assisting clients across multiple channels, including chat, phone, and email. You’ll handle technical troubleshooting, subscription management queries, and product-related questions, helping customers get the most out of Everway solutions. You’ll also manage and update our knowledge base to ensure customers have access to helpful self-service resources. This role is ideal for someone who enjoys problem-solving, has strong communication skills, and is passionate about delivering exceptional customer experiences.

We have an immediate need for this seasonal position, which is anticipated to end on October 31, 2025.

• Provide high-quality support to customers across various channels, including chat, phone, and email, ensuring timely and effective resolution of issues.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions and escalating complex cases to the appropriate internal QA and development teams as needed.
• Assist with subscription management queries, including account updates and any subscription-related troubleshooting.
• Respond to general product questions and provide helpful guidance, empowering customers to maximize the value of our products.
• Maintain and update the customer knowledge base, creating and refining articles and FAQs to improve customer self-service options.
• Collaborate closely with other teams, including Customer Success and Product, to relay customer feedback, address concerns, and share insights for product improvements.
• Track, document, and report on support issues and customer interactions, ensuring accuracy and completeness in records.
• Proactively identify common issues and trends, recommending process or knowledge base improvements to enhance the customer experience.
• Uphold high standards for response times and quality of service, meeting or exceeding established KPIs for customer support.

• 2+ years of experience in customer support or a similar role, preferably within EdTech or a SaaS environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and effectively.
• Experience supporting customers through an omni-channel approach, including chat, phone, and email.
• Strong troubleshooting and problem-solving skills, with experience resolving both technical issues and general customer inquiries.
• Familiarity with CRM and support tools (e.g., Zendesk, Salesforce) and comfort using them to track, manage, and resolve customer queries.

• Knowledge of the education sector, particularly K-12 or higher education, with an understanding of common technical needs in educational settings.
• Experience managing and updating a knowledge base, with a focus on creating helpful, user-friendly resources for self-service.
• Proficiency with basic troubleshooting for common technical issues, particularly within cloud-based software or EdTech platforms.
• Ability to identify patterns in customer queries and contribute to proactive solutions or improvements to support processes.
• Bachelor’s degree or equivalent experience in education, business, or a related field.

Please submit your application on our website by end of day on Friday 20th June 2025.