Technical Support Representative - Folio Collaborative

Folio is seeking to add an integral position to our team, a Technical Support Representative. This person will play a key role in Folio’s school success strategy, providing comprehensive technical support to school-based users, such as teachers and administrators, by diagnosing and resolving technical issues. Additionally, the  Technical Support Representative will maintain and create knowledge base resources, such as FAQs, troubleshooting guides, and instructional videos, to help users resolve common platform issues independently. 

We are seeking a candidate who brings technical customer support expertise to our small team. As an organization that works like both a tech start-up and an educational non-profit, you are the right person if you are excited by the opportunity that technology presents for managing systems and processes and passionate about helping schools support the professional growth of their teachers. 

Requirements

• Support school-based customers with varying degrees of technical skills within the myFolio Platform. 
• Diagnose and resolve customer issues across various channels such as email, phone, or chat in response to support requests.
• Manage and track technical support requests in HubSpot, ensuring that all customer interactions are documented and issues are resolved promptly and accurately.
• Document and create knowledge base articles, FAQs, and troubleshooting guides to assist users in resolving common issues. 
• Provide technical support to set up new users and onboarding schools within the myFolio platform, including new school site setup.
• Provide technical training to members upon requests.  
• Monitor and maintain the bug report and tracking by ensuring all issues are captured in HubSpot and ClickUp. 
• Collaborate with all members of the Folio team to address customer needs and escalate issues when necessary for appropriate resolution. 
• Participate in testing new features prior to deployment as part of the quality assurance process for our customers. 
• Create and update standard operating procedures for technical support processes.
• Provide technical support to Folio team members, assisting with troubleshooting and resolving their technology-related issues to ensure smooth daily operations.
• Support the setup and configuration of HubSpot to streamline working with customers, including creating workflows, managing contact lists, tracking campaigns, and ensuring data accuracy for effective operations.

• Prepare reports on account status and maintain and update technology systems related to Folio team work, including Google Suite, HubSpot, Notion, Slack, and Pendo.

Benefits

• Salary range - $38,500-$50,000
• Health Care Plan (Medical)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability