Customer Support Representative, OA

We are looking for an energetic individual with at least 2 years of prior customer support experience to join our Taipei team as a Customer Support Representative for OpenApply. In this role, you will be responsible for customer support operations in the APAC as part of our customer success team. The right candidate will be a self-starter who can stay focused on their priorities while working within a highly collaborative team, and who is willing to be creative and think outside the box while aligning their work with broader team and company goals.

Our service commitment to schools encompasses global 24-hour telephone and e-mail support Monday through Friday, occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility for supporting our OpenApply schools during the APAC Support Hours.

OpenApply is an admissions management system & CRM serving over 800 of the world’s leading international & independent schools, supporting the applicant from discovery & enquiry to admissions & enrollment.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using OpenApply
• The nuts and bolts of OpenApply as a SaaS business
• The role of support as sales and why good customer experiences matter
• The context and workflows of international schools and how to best support them

Future Milestones

• Internalized Faria Habits & Routines.
• Internalized support & implementation processes encompassing.
• Proven Commitment during Crisis.

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from admissions office staff
• Providing one-to-one online training (Train the Trainer) to support account setup and guide schools in aligning OpenApply with their admissions processes, sharing best practices, or using specific features effectively. Occasional regional travel for on-site training may be required
• Leading our new clients through the OpenApply implementation process, for training on and using the system.
• Hosting live webinars with hundreds of guests, with clear communication & presentation skills
• Ensuring that our quality of service (e.g., support request times and resolutions) is maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer who has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials
• Collaborating with product and support teams to understand and improve workflows

Over the course of a typical week, you would have:

• Responded to 150–200 support emails.
• Talked with 20–30 schools by phone.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Requirements

Prior Experience & Requirements

• 2+ years of experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
• Strong written and oral English communication skills with careful attention to detail.
• Additional language skills are welcome and considered a plus, but not required.
• Interest in EdTech and desire to make life better for families and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience is beneficial but not required.
• Anticipate 15-20% travel, though this may vary based on personal preference.
• Right to work in Taiwan.

Capabilities & Character

• Strong ability to quickly learn new products and an interest in understanding customer “jobs-to-be-done”.
• Proficiency with Customer Success Tools (Jira, Zendesk, Basecamp, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks. 
• Improvement is based on feedback and observation from others.
• Online Presence & Responsive Communication.
• Demonstrates customer empathy and ability to resolve issues efficiently
• Takes responsibility and ownership of tasks and projects. 
• Comfortable collaborating across teams and time zones. 

Success Metrics

• Number of tickets solved & trainings completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Competitive salary and opportunities for career development.
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development Opportunities

ABOUT FARIA EDUCATION GROUP

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.

We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

https://www.faria.org/careers