Client Support Specialist

Chicago, Illinois, United States | Client Success Team | Full-time | Fully remote

Apply

Otus offers a seamless K-12 learning platform for administrators, teachers, students, and families.

We do this by implementing amazing ideas from awesome people and we need more awesomeness on our team. Are you passionate, collaborative, love to geek out on technology, and want to work for a mission-driven company that is shaping the way teachers, students and parents of students learn together? If so, we want to hear from you. 

Our diverse team consists of talented designers, developers, coaches, and leaders who share a variety of interests. You'll find musicians, world travelers, beer enthusiasts, nerds, sports fans, and all-around great people who shape our positive culture.

Your Role

We are looking for a talented and highly motivated Client Support Specialist to help bring the best possible software solutions to educators. As a Client Support Specialist, you will serve as the initial point of contact for Otus support related issues. The ideal candidate will have exceptional customer support skills and the ability to communicate effectively with customers via in-app chat, email, and phone.  In addition to demonstrating technical skills, this position requires experience with efficiently guiding clients to successfully use online based education solutions. 

As an early member of a growing team, you must possess a strong work ethic and be upbeat, driven, intelligent, well-organized, articulate, share a passion for learning new technology, and thrive in a fun, fast-paced environment.

You will have the opportunity to immediately contribute and see the results of your work in use by students, teachers, parents and district administrators across the country. This position reports to our Client Success Manager.

Responsibilities

  • Communicate with customers through our in-app chat, email, phone, or web conference.

  • Escalate technical issues by assessing priority and severity, documenting findings and steps taken to replicate issues, and provide guidance and updates to relevant internal teams and the end user. 
  • Help improve customers’ product knowledge and offer guidance on best practices to ensure adoption and success.
  • Become an Otus expert, collecting and analyzing data to influence product roadmaps and feature prioritization.
  • Develop systems to streamline our support process and evolve from reactive to proactive product support.
  • Create Otus product support resources including articles, videos, product tours, and webinars.
  • Plan, coordinate, and manage pre-release activities for key product features and platform changes.
  • Other job-related duties as assigned.

Qualifications

  • Articulate communicator who is able to comfortably adapt tone to effectively convey messages.
  • The ability to quickly learn and become a subject matter expert on a new product and ongoing product changes.
  • Exceptional customer service skills. 
  • Knowledge and experience with SaaS services/cloud technologies.
  • Ability to work independently as well as collaboratively within the team and across various departments.
  • Strong analytical skills, detail oriented and ability to prioritize, effectively multi-task and meet deadlines.
  • Proficient in Microsoft Excel.
  • A willingness and ability to “dive right in”, be effective, and make a difference.
  • Curiosity about “how things work” and “how to make them better.”
  • Teaching experience (preferred)


Benefits and Perks

  • Competitive salary and employee stock options
  • 22 days of paid vacation per year 
  • Up to 12 weeks of parental leave and great work/life balance
  • Our team works remotely from the comfort of their homes (HQ in Chicago)
  • Excellent medical, dental, and vision insurance
  • Professional development/tuition reimbursement 
  • Home office improvement budget
  • Life Insurance and disability benefits
  • 401K with an employer match (up to 4%)


Otus is an Equal Opportunity Employer and embraces diversity of every kind. You must be legally authorized to work in the US. Unfortunately, the company is unable to support sponsorships at this time.