Customer Support and Quality Assurance Specialist (Tier 1) | Contract Opportunity

Well, hello there ????
Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 education sector in the United States and we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a dynamic and results-oriented part-time Customer Support and Quality Assurance Specialist to join our Squad!
About this role:
This part-time, contract role is designed to support our customer base while also ensuring our product maintains high-quality standards. The successful candidate will spend 60% of their time handling customer support inquiries and 40% performing quality assurance tasks. This role is ideal for someone who is passionate about customer service and has a keen eye for detail.
Why is this role special?
You’ll own customer issues and work both independently and cross-functionally to find solutions.
You’ll keep a pulse on product issues, trends, and feedback to promote support-driven growth and change. You will be our customer’s biggest advocate.
You’ll work with an extremely talented team. A team of less than 5 built a product used by millions of people. We’ve achieved more than teams 10x our size by solving problems that matter and putting product quality above all else.
You’ll tackle our most interesting and impactful problems. Our team is still small, and people wear many hats. Absolutely no boredom.
Join us at a magical time. We’re profitable and support tens of millions of users with a small team, which gives us a huge green field to work with. You’ll join at the perfect time to shape how we grow from here.
What you’ll do:
Customer Support (60%)
Respond promptly to customer inquiries via email and chat, and resolve any issues they may be experiencing
Use your positive and empathetic skills to answer questions and improve customer outcomes
Learn the Screencastify products inside and out to become the expert on all questions and uses
Keep records of interactions, transactions, comments, and feedback requests
Communicate and collaborate with colleagues to share trends and patterns from customer interactions
Provide feedback on the efficiency of the support process and collaborate to improve it
Quality Assurance (40%)
Conduct routine quality assurance tests on new product features and updates
Identify, document, and report bugs and issues found during testing
Work closely with the development team to ensure timely resolution of identified issues
Assist in the creation and maintenance of test plans and test cases
Participate in product release and regression testing to ensure a high-quality user experience
You’re perfect for this role if you:
Ability to collaborate with software engineers, product managers, and marketing team members to enhance customer services
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Care about even the smallest of details
Don’t need to be told what to do (seriously, we want to give you the keys and let you drive)
Feel very comfortable using computers and providing technical support to others
Approach problems with empathy and know-how to remain calm, even if others aren’t
Are a great communicator with fantastic time management skills and the ability to context switch quickly
Are excited to get in on the ground floor of a small, rapidly-growing, fast-paced startup
Love the challenges and ups-and-downs of startup life
[Bonus] Have worked with a remote team
[Bonus} Start-up experience a plus!