What are the responsibilities and job description for the Tech Support Analyst | Philadelphia | $34k position at SAM Labs?
Tech Support Analyst | Philadelphia | $34k
SAM Labs is an award-winning EdTech start-up. Founded in 2014, growing fast, making a difference, and venture capital funded. With over 4,000 school customers in 60+ countries already using SAM Labs products and lesson materials, SAM Labs is looking for more talent to join its team!
SAM Labs inspires generations of problem solvers with Coding and STEAM. We empower teachers with innovative curriculum resources, tools, and the mindset to do so. Teachers and students learn with SAM Labs kits and lessons by designing anything from energy efficient lighting grids for ‘smart’ cities to solar-powered habitats for endangered species - all the while meeting curriculum standards.
We are looking for a Tech Support Analyst in Philadelphia to grow our customer base to its full potential while nurturing our existing, and inspiring, educators.
To set you up for success, we have exhaustively defined clear diagnosis and escalation processes.
Driven by passion, data, and collaboration, we’re on a mission to be the leading player in the future of education. You will play a crucial role in our continued growth and success. This role will be based remote, from your home inside the territory, and covering your designated territory. Given that we have further teams across the USA, Europe, the Middle East, and Asia, you will be working in a truly global environment.
This position lays the foundation for a successful commercial and strategic career and will offer strong development opportunities as SAM Labs’ realizes its strong revenue growth. It can grow into the role of an Account Executive, an Education Consultant, or an internal, but strategic role.
The Role
- Support & Learn
- Support customers for both technical and non-technical queries through instant messenger and email
- Systematically diagnose technical issues and investigate solutions and workarounds to resolve customer issues
- Document technical issues with information that is applicable for engineers to resolve
- Manage escalations and deliver effective resolutions
- Maintain constant communication with customers, identify potential issues, ensure customers are aware of new features and releases and drive appropriate solutions
- Deployment and Onboarding
- Successfully onboard schools and school districts with our SAM Labs Solution
- Deepen relationships with educators, admins and Principals and build executive buy-in among most strategic accounts
- Ensure high utilization through real time, in-person or remote, support
- Events and Community
- Deliver professional training - supporting the delivery of some PD train-the-trainer courses esp. in peak times and utilizing those engagements to create case studies
- Supporting specific SAM Labs EdTech sales and community events in the US
- Help grow our community & SAM-bassador program & events; Drive advocacy & learning efficacy
You
- Have experienced or certification in Tech Support
- Are an analytical thinker who can diagnose technical issues with software and hardware products
- Have an ability to isolate and document issues so that they can be resolved by our engineers
- Education Marketing experience in K12 highly desirable
- Love engaging with educators, understanding their needs and building relationships
- Have experience and passion for education and technology, in STEAM and Coding a strong plus
- Have excellent written and verbal communication skills
- Are able to communicate technical issues to non technical people.
- Have a highly energetic and self-motivated attitude
- Demonstrate effective time management to meet team and customer deadlines
- Are always ready to roll up their sleeves and go the extra mile.
- Thrive in fast-changing environment
The Benefits
At SAM Labs we move at high speed and will provide you with immense opportunities for initiative, creativity and ownership. In addition to that we have created the following ‘more tangible’ benefits for you:
- 13 paid holidays per year up to 20 max
- Sick days in line with statutory requirements
- Personal Development & Training allowance
- 401 K offered and company contribution towards medical, dental and sick leave.
