What you’ll learn in the first 30-45 days
- Product knowledge, the hows and whys of using OpenApply
- The role of support 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
- Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training and events.
- 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 that has urgent demands and time pressure)
- Providing Quality Assurance (QA) testing for new feature deploys




- Devising ways to improve our help and support materials

Over the course of a normal week, you would have:
- Talked with 20-30 schools by phone.
- Setup 1-5 school accounts.
- 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 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.
- Fluency in Spanish
- 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 it may be more or less depending on personal

📌 Customer Support Representative, Openapply (Bogotá)
🏢 Faria Education Group
📍 Bogotá