ABOUT EDUPHORIA! 

We're a Texas-based EdTech company that loves making powerful and intuitive web-based software for K-12 educators so they can focus on spending more time with their students. Our software helps school districts analyze students' progress, plan lessons, and manage their day-to-day activities.  We believe educators are heroes. Our purpose is to provide educators what they need to become superheroes. By bringing together assessment, curriculum, and professional growth for those closest to the student, educators can gain awareness, make thoughtful changes, and help students and educators thrive. Our supportive, family-like environment extends to the educators we work with, allowing us to collaborate effectively. We believe in creating a culture where everyone is learning, teaching, and growing.

OUR TEAM

Over the past year, Eduphoria’s team has grown steadily, and as the company continues to grow and evolve we are committed to continually providing the right solutions to our customers & users and sustain an environment where employees can learn, teach, and thrive. We want everyone on the team to continually improve themselves and have the tools they need to do their best work.  

Driven by company growth, we have an immediate need for a Customer Support Specialist (1) to join our team. 

The Customer Support Specialist (1) will provide limited instructional and technical support to school districts, answering questions on function and usage of Eduphoria’s software applications via telephone and email. This individual is responsible for explaining complicated concepts to customers in easy to understand terms using both verbal and written skills. The Customer Support Specialist (1) will be required to work collaboratively with a team to resolve or escalate issues within a fast-paced, virtual setting. It is imperative for this team member to be detail oriented and conscientious in order to document, resolve, and escalate issues effectively and accurately, to provide an exemplary level of service to our customers. The Customer Support Specialist (1) will report to the Support Manager.

Essential Functions/Responsibilities:

• Navigate and understand Eduphoria applications (including all new software releases) in order to document, resolve, and escalate customer questions and concerns.
• Respond to customer questions and concerns with respect, patience, clarity, accuracy/precision and empathy in order to document, resolve, and escalate customer questions and concerns.
• Accurately and efficiently respond to inbound inquiries via phone and email within the customer support ticketing system in order to document, resolve and escalate customer questions and concerns. 
• Collaborate across teams within a virtual environment to accurately conceptualize and document incoming concerns and software defect reports.
• Communicate and coordinate across relevant teams to ensure coverage and service levels meet and exceed seasonal metrics in order to maintain a superior customer experience.
• Perform limited troubleshooting/testing within the user interface in order to accurately document, resolve, or escalate customer questions or concerns.
• Accurately identify priority and severity of reported issues.
• Collaborate within the Virtual Office and maintain operating hours (Mon - Fri, 8am - 5pm CST, with limited seasonal variations)

Requested Skills/Experience:

• Excellent interpersonal communication skills
• Strong analytical and problem solving skills, including attention to detail and the ability to identify and document high priority issues and patterns within data
• The ability to stay organized and the drive to diligently follow through on  outstanding items to ensure no detail is overlooked
• Systematic approach to documentation and testing within a technology/SAAS environment
• Ability to manage several activities through the work day/simultaneously (phone, email, multiple software applications)

Preferred Skills / Experience: 

• 1+ year experience with Eduphoria Applications
• Experience with customer service tools and systems
• Awareness of educational landscape, concepts, and processes.

Eduphoria! Offers You: 

• Base Salary $60,000 per year, plus 5% bonus opportunity
• Medical & Dental Insurance: The company covers 100% of premiums for employee and their dependents 
• HSA - Employer contributes monthly to cover employee's individual deductible
• Unlimited flexible PTO
• 11 Holidays, as well as 2 weeks at the end of the year to rest and recharge
• 401k with employer match, pre-tax / Roth options
• Work Remotely with no pressure – (preference given to those who live in states that we currently operate in - AZ, CO, FL, GA, IL, KS, MA, MD, NC, OH, TN, TX, VA, WA)
• Long-Term Disability
• $50,000 Life Insurance Policy for the employee
• Cell Phone/Internet Service Allowance
• Paid Parental Leave
• Employee Assistance Program
• Assortment of voluntary policies (Vision, MASA, Critical Illness, Accident, Supplemental Life Insurance, and more)
• Reimbursement for business-related expenses
• Professional Development Opportunities with leadership support 
• Friendly, collaborative, and supportive small company environment with a technically progressive culture/focus

Why work at Eduphoria? Our Employees say…

“It really is like a family here. You can talk to everybody at all levels, and they are open and very caring. Everybody is willing to share and contribute, and if any of us go through personal issues, everybody has been supportive. Work/Life balance here is second to none. We also listen to what our customer needs are and do our best to make it happen.” -- John, Sr Engineer

“I’ve had a really positive experience working here, especially when it comes to maintaining a healthy work-life balance. Eduphoria genuinely respects employees’ time outside of work, which makes a huge difference in overall job satisfaction and well-being. Workloads are generally reasonable, and there’s a clear effort to prevent burnout. Team members collaborate well and support each other, creating an environment where we can be productive without feeling overwhelmed.” --Brandi, Customer Support (L2) 

Eduphoria! is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, religion, color, national origin, age, sex or gender, sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws. Please note, we can hire those who are eligible to work in the United States, but we are not able to sponsor visas.