Technical Support Gothenburg

About Teachiq

Teachiq is a product led Edtech company. We develop and market products for schools and universities both in Sweden and internationally. Many of us who work at Teachiq have a background in the classroom or in tech companies (Spotify, eBay, Google, etc.). What we all have in common is that we highly value the teacher role in society and want to simplify their everyday life.

At the moment we have two products:

• Kunskapsmatrisen, or KM, targets teachers in Swedish schools. With KM the teacher can access question banks to build exams, conduct and mark the exams, give feedback to students and let the students work on their own. KM is tied to the Swedish curriculum and used across 1500 Swedish schools.
• Exam.net is an online platform for creating and conducting secure digital exams in schools and universities. Between 50 000 - 100 000 exams are conducted each day across paying customers in more than 100 countries. Exam.net is the most used platform for digital examination, including National Examinations, in Sweden.

Teachiq is profitable and not dependent on external financing, allowing us to work with a long term perspective and focus in the direction we believe is right. We currently have 40+ employees divided between our two offices in Stockholm and in Gothenburg. We are growing, and we are now looking to grow our technical customer support, increasing the Gothenburg support team from 2 full time employees to 3, whereof 2 (including yourself) will be working primarily with the Exam.net product. As part of our technical support team you will work with hands-on customer support as well as structuring and documenting our processes and help material - both internal and external. You will be an important link in our understanding of our customer journey, and you will interact with our developer team, our product team and Sales team. The role will be based in our Gothenburg office (at Stenpiren, Stora Badhusgatan 18-20).

Teachiq is a value driven company and our five guiding principles serve as guidance in our strategic decision making:

#1 Focus on the teachers

Teachiq is built on the principle that teachers are the experts regarding how education should be conducted.

# 2 Win through product

The long game is won through our products. While big customers are important, the long game is won by solving our user's most important problems.

#3 Make more money than we spend

To maintain our independence and avoid short term optimization, we wish to remain without outside funding.

#4 Be persistent and take opportunities as they arise

We do not always know when, where or in what shape digitization will come next so it is key that we be persistent, flexible and receptive to signals.

#5 Be genuine and reliable

We are authentic in our ambitions and what we say is true. We should be a reliable partner, for example in terms of financial stability, by being fair in pricing and having good customer support.

About the role

As a technical customer support member at Teachiq and Exam.net, you will work together with other customer support team members to triage, handle and monitor the overall level of customer support cases, primarily handled in our Service Cloud in Salesforce. Our team serves both Swedish and international customers and you will work closely with other teams such as Product, Sales and Development in order to improve our product and give our users excellent support.

In addition to technical customer support your tasks will involve support related administrative tasks, light testing and preparation of cases in order for 3rd line to take over. We also expect you to support the effort to prevent cheating during exams. We have underlying systems that flag suspicious behaviors or technical configurations, but there is also a manual component to analyze these signals and potentially notify the teachers.

There is some flexibility in the role, but we generally expect you to be on-site at the Gothenburg office 4 days per week. Our office is located at Stenpiren in central Gothenburg and the support opening hours are aligned with when Swedish schools are open, workdays (Mon-Fri) from 8am to 5pm.

Core Responsibilities

• Responsible for handling incoming support cases through various channels (email, phone, web)
• Triaging and monitoring overall support levels
• Investigating technically challenging cases to prepare for 2nd or 3rd line support to take over
• Writing and improving help articles to facilitate customer self service
• Cooperating with other departments in order to improve processes, provide insights or collaborate on matrix related issues
• Take on administrative product related tasks
• Analyze signals in our cheating filters and manage communication with teachers.

Qualifications

• Gymnasieutbildning
• +2 years of work life experience from a service role within a school organization or from a classic customer support role, now looking for the next step
• Hands-on experience with Ticketing systems like Salesforce, Imbox or Freshdesk
• Fluency in both Swedish and English, both spoken and written, is required.

Soft Skills

• Excellent communication skills, with the ability to explain complex events in an understandable way and find solutions and workarounds for our users
• Calm and assertive - you are motivated by seeking answers and finding solutions, even in stressful situations
• Structured - you like to find patterns and documenting what you know, you take pride in providing other teams with the information they need
• Enjoys working both on your own and as part of a team
• Curious and solution driven - you enjoy finding solutions and answers on your own but are not afraid to ask for help when you need it
• You have an understanding of the school environment and the challenges that teachers and students face on a daily basis
• Collaborative team player with the ability to work cross-functionally.

Summary - so, who are we looking for?

We are looking for a customer support member who enjoys working at a friendly company with high ambitions, in a small but dedicated team and who is driven by delivering excellent customer support. To do that, one must be willing to work alone, and in teams, seek help but also rely on your own initiative and abilities. This role goes beyond the traditional customer support and offers more challenging tasks that require technical understanding and a positive resolution oriented attitude.

Someone with strong communication skills, and who is able to express themselves in both writing and orally, in English and Swedish. Someone who enjoys the challenge of mixed IT environments, various markets and languages.

Someone who maybe has worked with IT administration in a school environment? Or perhaps has experience as second-line support?

Regardless, if you feel that you match the description above, we would love to hear from you. We are publishing this ad now before the holidays but won't be able to answer any questions or provide feedback until after the holidays, in mid-January. However, you are warmly welcome to go ahead and submit your CV to our Head of Support, christina.torkelsson@km.se.