Customer Support Specialist - Education (1 year FTC)

We want to make work and study more efficient and enjoyable, by providing the best digital paper solution possible. We plan to be the go-to tool for all forms of notes. Our digital paper and learning ecosystem inspires anyone to take notes, share what they know, collaborate with others, and learn as a community

Our Values:

Dream big

—Be visionary, strategic, and open to innovation

Build great things

—Work in service of our users, always improving and pushing higher

Take ownership

—Take responsibility with bold decision-making and bias for action

Win like a sports team

—Be trusting and collaborative while empowering others

Learn and grow fast

—Never stop learning and iterate fast

Share our passion

—Share ideas and practice enthusiasm and joy

Be user obsessed

—Empathetic, inquisitive, practical 

About the team:

The Goodnotes Technical Customer Support team is a group of passionate people who are committed to supporting our users and ensuring they have the best possible experience when using our products.

As Goodnotes prepares for our Classroom launch (more here), we need to expand our team to address this whole new user base, which includes IT Admins and Teachers in schools using Classroom. This will be a brand new team, working on a brand new product, meaning there are a lot of opportunities for this person to make real change!

Our team is spread between Asia and Europe, and our customer support stretches across the globe.

About the role:

As a Technical Customer Support on the Goodnotes team, you will be responsible for accurately and timely responding to customer inquiries, help our Engineering and QA team triage issues and coordinate their resolution, as well as designing public messaging and writing support articles to communicate efficiently with user base and promote a self-service culture of support.

This is the role for you, if you’re excited to work on the things listed below:

• Be the first point of contact for our customer enquiries through email
• Analysing common issues and documenting proven solutions in our help centre
• Initiating new projects to improve our customer support process
• Be the voice of our customer in product and engineering meetings
• Inform the marketing team about opportunities for educational content (blog articles, tutorials)
• Managing customer feedback in our idea forum

The skills you will need to be successful in the above:

• Experience in providing technical customer support for education products
• Excellent written English skills. It's a huge bonus if you are also proficient in Cantonese.
• Outstanding problem solving & critical thinking skills
• Interest in software and hardware
• Expert user of iOS, Android and/or Windows products
• Passion for helping people
• Experience with modern help desk software like Zendesk

Even if you don’t meet all the criteria listed above, we would still love to hear from you! Goodnotes places a lot of value on learning and development and will support your growth if needed.

The interview process:

• An introductory call with someone from our talent acquisition team. They want to hear more about your background, what you are looking for, and why you’d like to join Goodnotes
• Take-home Assignment to showcase your skillset for the job
• A role-specific call to discuss your background and skillset for this role more in detail
• Hiring Manager interview: A call with your hiring manager. This is the person who will be managing you day to day, working on your growth and development with you as well as support you throughout your career at Goodnotes.
• A meet the team call with 2 or 3 GoodPeople you’d be working closely with at Goodnotes.

Note: Employment is contingent upon successful completion of background checks, including verification of employment, education, and criminal records.