Hi, we're Edlio! We are a fast-paced software development company that is looking for a smart, energetic, supportive, and dynamic individual to join our team. We specialize in a web-based solution for thousands of schools and districts nationwide. Our content management system is packed with features designed specifically for teachers and school administrators and is a perfect fit for educational organizations of any size, from small charter schools to districts with dozens of campuses. Edlio is searching for a great new addition to our team! Do you have an innate ability to understand and explain technical terms? Are you obsessed with providing excellent customer service? Do you know how to build a website and would like to put those skills to use? Then you may be a great fit for our technical support position!

We’re looking for someone who:
Has great customer service skills - You enjoy helping people find solutions to their questions and troubleshoot issues they may be experiencing.

• Is a team player and enjoys collaborating - You will work with different members of the support team and teams from across our company: Client Success, Project Management, Front End Development, Product and Development.
• Can talk functionality with coders, design with designers, and work with our client success team to provide quick responses to customer requests.
• Isn’t afraid to ask why - You understand that no question is a bad question. No one knows it all, so someone with a humble and inquisitive attitude is always welcome on our team.
• Wants to learn more about the world of tech - You’re learning to code and want to expand your skills outside of building websites.

Main Responsibilities:

• Answer phone calls, emails, triage/respond to support cases and manage a diverse workload to meet timelines as outlined in our SLA.
• Think on your feet, resolve problems quickly, and understand when to escalate matters to other members of the team.
• Learn and keep up to date with new features across all our products and services.
• Collaborate with other support members or teams company-wide as needed.
• Expand your skill and knowledge to play a bigger role on the team.

Main Qualifications:

• 1+ years of experience in a customer service position
• Excellent written, verbal and phone etiquette skills
• Understanding of HTML/CSS and how they are used in website development
• Basic understanding of website responsiveness and design standards

Desired Qualifications:

• Basic understanding of Photoshop
• Knowledge of DNS and setting up new domains
• CMS and ticketing system experience
• Basic understanding of other programming languages (Javascript, Java, etc.