Product Support Specialist

Portland

Product Support Specialist

Membean is an online vocabulary program that builds word consciousness. Membean’s personalized and differentiated instruction that’s automatically tailored to each student helps them achieve lasting outcomes by prioritizing higher order thinking over memorization. The program is used in over 40,000 English classrooms in over 50 countries.

We’re looking for a tech-savvy self-starter who thrives on a small team, excels at building relationships, and cares deeply about improving student learning outcomes. You’ll join our team as a Product Support Specialist helping teachers troubleshoot technical issues and providing product guidance and implementation support. As you develop product expertise and settle into the position, you’ll take on additional roles that may include maintaining our knowledge base, creating and delivering webinars, resolving complex support issues, tracking and reproducing issues for the Product team, and analyzing data to provide insights to customers and internal teams.

You may be a great fit if you…

• Love solving problems.
• Are tech-savvy.
• Write clearly and concisely.
• Are empathetic, listen closely, and care deeply about helping teachers and students.
• Aren’t afraid to ask questions or seek feedback.
• Enjoy digging into data to discover patterns and develop actionable insights.
• Have experience in education and/or EdTech.

• Respond promptly and professionally to support inquiries, providing clear and concise explanations and solutions via email, phone, and Zoom.
• Troubleshoot technical issues and clearly document their cause and solution for internal reference.
• Manage support inquiries through Fresh Desk, working in tandem with other agents or independently in the queue depending on ticket volume.
• Assist in the maintenance of the company’s knowledge base, ensuring that it is up-to-date, accurate, and clear.
• Collaborate with other teams such as Sales, Success, and Product to provide a seamless customer experience.
• Share insights and feedback from teachers to relevant teams to drive product and process improvements.

We understand that qualified candidates come from diverse backgrounds. We don’t expect applicants to check every box, and we encourage you to apply if you’re excited about the position and you think you’d be a good fit.

• Proven proficiency with web applications, productivity tools, and basic technical knowledge
• Strong analytical and problem-solving skills
• Experience troubleshooting technical product issues
• Demonstrated ability to communicate effectively across various platforms (e.g., email, Slack, Zoom, phone)
• Comfort with managing and adapting to changing priorities
• 2+ years of teaching experience in a technical field (e.g., computer science, STEM field)
• 2+ years in a customer facing SaaS role providing product support or managing customer relationships
• Ability to work independently, collaborate, and communicate effectively from a remote office

This is a remote, salaried position. Candidates based in Mountain, Arizona, or Pacific Time preferred. Some evening and weekend hours are required. Travel