Customer Support Analyst

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🏄 California, Connecticut, +20 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote ⚜️ Louisiana – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote

💵 $60.5k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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The News Literacy Project

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2008

📚 Education

🤝 Non-profit

🌍 Social Impact

Education • Non-profit • Social Impact

The News Literacy Project is a nonpartisan education nonprofit founded in 2008 that aims to combat misinformation by promoting news literacy education across American schools. The organization creates resources and programs to help students develop critical thinking skills to evaluate the credibility of news and information. Through initiatives like The Sift and Checkology, it educates students on recognizing the standards of fact-based journalism, empowering them to participate in civic society as informed individuals.

📋 Description

• Provide responsive, empathetic, and accurate support to educators, school and district administrators, and other users through Zendesk, email, chat, and occasional customer meetings or webinars • Own customer issues from initial contact through resolution, including triage, investigation, documentation, escalation, ongoing communication, and closure • Investigate and troubleshoot technical and account-related issues, resolving them when possible and documenting and escalating issues requiring additional support • Test and verify fixes for customer-reported issues and communicate resolutions clearly and accurately • Help educators and districts use Checkology and other NLP resources through platform guidance, onboarding and training support, and creation of help-center articles, FAQs, troubleshooting instructions, and onboarding materials • Maintain accurate customer and issue records, meet service levels, and follow escalation and privacy practices • Identify recurring customer questions, technical problems, and barriers to successful use, and communicate patterns and evidence to the Director of District Success • Develop and maintain knowledge of Checkology, NLP instructional resources, educator workflows, and the K-12 technology environment • Serve as the primary Zendesk administrator; develop workflows or automations and manage the knowledge base • Create and present monthly reports • Gather information from Product, Engineering, and other internal teams; maintain records, manage timelines, and follow up with stakeholders • Escalate complex compliance, contractual, or implementation-related requests to the Director of District Success

🎯 Requirements

• Three or more years of experience providing customer-facing support for a SaaS product • Direct experience working in K-12 education or education technology • Experience investigating web-application, account, or data-related issues • Ability to reproduce reported problems, document findings, and work with engineering teams to resolve issues • Experience using browser-based troubleshooting tools, dashboards, and basic data queries • Experience using and administering Zendesk to optimize support processes • Experience explaining technical information to nontechnical users • Experience creating customer-facing documentation, help content, and video tutorials • Experience working independently and collaboratively in a remote or distributed work environment • Must live in and be authorized to work in the United States • Cover letter, work samples, and résumé required • Finalists must provide references

🏖️ Benefits

• Health, vision and dental insurance • 401(k) plan match • Unlimited PTO • Flexible work environment • Skills assessment and virtual interview process • Equal opportunity employment and commitment to diversity, equity and inclusion