Customer Support Analyst

The News Literacy Project

Customer Support Analyst

Full time
• Virtual (U.S.)
• Reports to the Director of District Success

The News Literacy Project, founded in 2008, is a nonpartisan, nonprofit organization building a national movement to ensure that all students are guaranteed to be skilled in news literacy before high school graduation, giving them the knowledge and ability to participate in civic society as well-informed, critical thinkers. NLP is the country's leading provider of news literacy education and works with districts and educators in all 50 states, primarily through our signature e-learning platform, Checkology®, and weekly educator newsletter, The Sift®.

To read more about the organization and our plans, visit our website.

The News Literacy Project empowers educators to teach middle and high school students how to sort fact from fiction in the digital age. We are at an exciting inflection point for our work, and we are making critical investments to rapidly scale our growth and impact. To that end, we are seeking a Customer Support Analyst to provide empathetic support to educators and manage support issues with our engineering team.

This is a great opportunity for you to help teachers solve real problems and help our product team improve our solutions. We're looking for someone who can have an immediate and meaningful impact on our work.

This position reports to the Director of District Success.

Specifically, in this job, you will:

• Provide responsive, empathetic, and accurate supportto 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 with the user.
• Investigate and troubleshoot technical and account-related issues, resolve them when possible and document and elevate issues that require additional support.
• Test and verify fixes for customer-reported issues and ensure that resolutions are communicated clearly and accurately to affected users.
• Help educators and districts successfully use Checkology and other NLP resources by providing platform guidance, supporting director-led onboarding and training activities, and creating clear help-center articles, FAQs, troubleshooting instructions, and onboarding materials.
• Maintain accurate customer and issue records, meet established service levels, and follow established escalation and privacy practices.
• Identify recurring customer questions, technical problems, and barriers to successful use, and communicate those patterns and supporting evidence to the Director of District Success.
• Develop and maintain strong knowledge of Checkology, NLP’s instructional resources, educator workflows, and the K-12 technology environment.
• Serve as the primary administrator for Zendesk. Develop workflows or automations and manage the knowledge base to improve NLP’s support processes. Create and present monthly reports.
• Gather information from Product, Engineering and other internal teams; maintain accurate records, manage timelines and stakeholder follow-up. Escalate to the Director of District Success any complex compliance, contractual, or implementation related requests as appropriate.

This full-time position is virtual. Highly qualified candidates who live in, and are authorized to work in, the United States are encouraged to apply.

This position will directly impact many thousands of educators and hundreds of thousands of students in schools across the country and plays a pivotal role in shaping and achieving our organizational strategy. As the Customer Support Analyst, you will partner with the Director of District Success to ensure customer issues are clear, well-researched and resolved. While we do not expect candidates to meet all qualifications, the successful candidate will have all or most of the following:

• Three or more years of experience providing customer-facing support for a SaaS product and direct experience working in K-12 education or education technology.
• Demo…