Catalyst Education is a leading education technology company specializing in supporting university chemistry and biology laboratory courses with our Labflow software platform. Our innovative solutions empower educators and students to enhance their laboratory learning experience through digital experiences and interactive resources. We are committed to revolutionizing science education and fostering student success by providing accessible, engaging, and effective learning tools tailored to the needs of modern learners.
We are seeking a dedicated and customer-focused Student Support Agent to join our team at Catalyst Education. As a Student Support Agent, you will play a pivotal role in ensuring that students have a seamless experience in our Labflow platform. You will be the frontline representative of Catalyst Education, providing timely assistance, troubleshooting technical issues, and offering guidance to support our students' success in their academic endeavors.
Provide prompt and professional assistance to students via email addressing inquiries, resolving technical issues, and delivering solutions to support their laboratory learning experience.
Serve as the primary point of contact for students, demonstrating exceptional customer service skills and proactive communication to build positive relationships and foster student satisfaction.
Document and track student interactions, issues, and resolutions in our support ticketing system, ensuring accurate records and effective follow-up to ensure timely resolution of student concerns.
Collaborate closely with cross-functional teams including Product Development, Quality Assurance, and Faculty Success to escalate and resolve complex issues, advocate for user needs, contribute to product enhancements and improvements, and occasionally produce work outside of your regular job responsibilities.
Collaborate closely with cross-functional teams to ensure product readiness for start of courses.
Assist in the creation and maintenance of student support documentation, knowledge base articles, and video tutorials to empower students and promote self-service options for common inquiries and technical assistance.
Stay informed about product updates, features, and industry trends to provide informed support and contribute insights for product development and enhancement initiatives.
Contribute to business intelligence tasks by extracting, analyzing, and visualizing data using MySQL and LookerStudio, providing insights and recommendations to support decision-making and improve user experience.
Bachelor's degree in Chemistry, Biology, Computer Science, Information Technology, Education, or a related field preferred.
Proven experience in a customer support or technical support role, preferably in the education technology sector or related field.
Strong technical aptitude and troubleshooting skills, with the ability to quickly understand and address user issues related to software applications and digital learning platforms.
Excellent communication skills, both written and verbal, with the ability to convey complex technical information in a clear and concise manner to users of varying technical backgrounds.
Passion for customer service excellence, with a positive, solution-oriented attitude and a commitment to delivering high-quality support experiences for users.
Ability to work independently with minimal supervision, as well as collaboratively in a team environment, to achieve shared goals and objectives.
Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk), learning management systems (LMS), and digital education tools is a plus.
Flexibility to work occasional evenings or weekends as needed to support users in different time zones or during peak periods.
Proficiency in MySQL and experience with LookerStudio or similar business intelligence tools is a plus.
At Catalyst Education, you'll have the opportunity to be part of a dynamic team that is shaping the future of science education. We offer a collaborative and inclusive work environment where your contributions are valued and recognized. As a Student Support Agent, you will play a vital role in empowering educators and students to excel in their laboratory courses, making a meaningful impact on science education worldwide.