Accredible, the world’s leading digital credential platform, is seeking a Customer Support Agent to join our world-class Customer Support team.

Our mission is to provide a level of support that really wows our customers and becomes a key differentiator for Accredible when compared to the rest of the industry. We’re very proud of what we’ve achieved so far and are excited to be expanding the team as part of the next step of our growth!

You’re an experienced Customer Support Agent, who is self motivated, extremely efficient and is able to manage multiple repetitive tasks.

With a focus on supporting people who need help with digital certificates they’ve received, you’ll be key in ensuring we find quick resolutions for their queries. While this will involve a combination of feature education and technical troubleshooting over email, you will also have the opportunity to get involved in creating/curating valuable knowledge materials, identifying and reporting bugs/feature requests, and supporting product knowledge across the rest of the business.

• Answering support tickets from credential Recipients and Third-Parties.
• Collaborating with peers, in Support and with other teams, to provide solutions for consumers
• Writing or updating recipient focussed email templates
• Create and maintain customer support resources (support articles, support videos etc).
• Any ad hoc tasks required from the Support Tea

Three-Month Outcomes

• Improve the Recipient Pipeline metrics, including:
  
  • Time to Respond
  • Time to Resolution
• Manage 100% of Recipient and Third-Party tickets.
• For escalation purposes, identify product bugs and communicate details effectively to Tier 2 technical support.
• Write and curate high-quality, easy-to-use articles for the Accredible Knowledge Base (help.accredible.com).
• Assist the Director of Customer Support and other departments with ad-hoc tasks.

• Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Investigative/problem-solving skills- Demonstrates the ability to use the information and tools available to solve complicated problems and find solutions/workarounds where possible.
  Intelligence - Learns quickly. Demonstrates the ability to absorb and understand new information and tasks.
• Communication. Can communicate and work professionally and effectively with customers, other team members and colleagues from other departments. This includes exemplary written and spoken English language skills.
• Independent and self-motivated. Can be held accountable for tasks and ongoing responsibilities with little supervision.
• Empathy and patience - Responds to customers with compassion and seeks to understand their request/point of view.
• Efficiency - Able to produce significant output with minimal wasted effort.
• Honesty/integrity - Does not cut corners. Earns trust and maintains people’s confidence. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.
• Organization and planning - Is capable of handling multiple tasks without dropping core responsibilities.
• Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
• Resilient/calm under pressure - Maintains stable performance when under high pressure or stress.

• Autonomy & trust – You’ll have decision-making power from day one
• Democratic team culture – Your voice matters in shaping the product and the process
• Smart, kind teammates – Work with people who care about what they do and each other
• Mission with impact – Help learners, educators, and organizations around the world unlock potential
• Results Oriented. Know what you’re trying to achieve, and measure progress.
• Proactive. Say “I intend to…” instead of waiting for permission.
• Dependable. Commit responsibly, follow through, and be intentional and open in delegating or dropping tasks where necessary.
• Prioritizer. Able to make high-leverage impacts on key areas.
• Bias to Action. Find ways forward and iterate with small steps to move quickly.
• Humble in feedback and debate. Be more like scientists, and welcome data driven debates that deliver the best possible outcome.
• Supportive. Understand that we win or lose as a team, and support those around you.
• Ambitious. Aim to be the best.
• Builder. Look for opportunities to improve processes, people, teams, and everything else.‍
• Great Communicator. Be succinct, create space for others to speak, and strive to benefit the atmosphere in a room.

• Previous experience providing customer support via email
• Strong written communication skills
• Previous experience with a Customer Service platform, such as Salesforce Service Cloud or Zendesk
• Experience using Slack and Google tools.
• Technical understanding of digital platforms.
• Experience working with a globally distributed remote team or in a previous startup
• Experience with applied use of graphics interchange format (Gifs) files for use in support resources.

• Competitive salary.
• 35 days annual vacation.
• Paid medical/dental/vision premiums.
• Pre-IPO equity shares.
• Generous sick time and compassionate leave to support our team members’ health needs, and physical and mental well-being.
• Employee Assistance Program (EAP).
• Paid short term disability (STD), long term disability (LTD), and life insurance.
• Flexible hours & remote work; while we fully support digital nomads, you must be able to align with your team’s predominant time zones.
• A high-energy, collaborative, and supportive high-growth organization backed by some of Silicon Valley's top venture capital investors.
• Two hours per week (paid) to spend learning anything you like related to your role, plus a budget to spend on learning materials (courses, books, conferences). We love education and we believe in nurturing your growth!
• A promise to invest in your growth personally and professionally. Wherever you would like to go and whatever you would like to do, we will be there to support you.

Accredible are remote first, people-first, and proud to be a mission-driven company shaping the future of learning and achievement.

Accredible is Open and Inclusive. We welcome people of any gender identity or expression, race, skin color, ethnicity, age, size, nationality, sexual orientation, ability level, neurotype, religion, elder status, family structure, culture, subculture, political views, education level, identity, and self-identification. We welcome teachers, learners, activists, artists, dreamers, doers, ordinary people, extraordinary people, and everyone in between.

‍‍Accredible is the world’s leading digital credential platform, enabling education and training leaders to increase learner engagement and drive program growth. Over 2,300 organizations, including Google, IAPP, McGraw Hill, Rutgers, Skillsoft, and the University of Cambridge, rely on Accredible to manage and measure everything from issuing digital certificates and badges to visualizing learning pathways to spotlighting certified learners. Founded in 2013, Accredible has helped issue and verify over 170 million career-advancing credentials. To learn more, visit accredible.com.