Customer Support Specialist

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood.

We’re a global community of over 550 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

As a Customer Support Specialist at Everway, you will be on the front lines of customer support, assisting clients across multiple channels, including chat, phone, and email. You’ll handle technical troubleshooting, subscription management queries, and product-related questions, helping customers get the most out of Everway solutions. You’ll also manage and update our knowledge base to ensure customers have access to helpful self-service resources. This role is ideal for someone who enjoys problem-solving, has strong communication skills, and is passionate about delivering exceptional customer experiences.

Preferred Location: Candidates based near our offices in Huron, OH, or Boston, MA, are strongly preferred.

Main Responsibilities

• Provide high-quality support to customers across various channels, including chat, phone, and email, ensuring timely and effective resolution of issues.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions and escalating complex cases to the appropriate internal QA and development teams as needed.
• Assist with subscription management queries, including account updates and any subscription-related troubleshooting.
• Respond to general product questions and provide helpful guidance, empowering customers to maximize the value of our products.
• Maintain and update the customer knowledge base, creating and refining articles and FAQs to improve customer self-service options.
• Collaborate closely with other teams, including Customer Success and Product, to relay customer feedback, address concerns, and share insights for product improvements.
• Track, document, and report on support issues and customer interactions, ensuring accuracy and completeness in records.
• Proactively identify common issues and trends, recommending process or knowledge base improvements to enhance the customer experience.
• Uphold high standards for response times and quality of service, meeting or exceeding established KPIs for customer support.

Essential Criteria

• 2+ years of experience in customer support or a similar role, preferably within EdTech or a SaaS environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and effectively.
• Experience supporting customers through an omni-channel approach, including chat, phone, and email.
• Strong troubleshooting and problem-solving skills, with experience resolving both technical issues and general customer inquiries.
• Familiarity with CRM and support tools (e.g., Zendesk, Salesforce) and comfort using them to track, manage, and resolve customer queries.

Desirable Criteria

• Knowledge of the education sector, particularly K-12 or higher education, with an understanding of common technical needs in educational settings.
• Experience managing and updating a knowledge base, with a focus on creating helpful, user-friendly resources for self-service.
• Proficiency with basic troubleshooting for common technical issues, particularly within cloud-based software or EdTech platforms.
• Ability to identify patterns in customer queries and contribute to proactive solutions or improvements to support processes.
• Bachelor’s degree or equivalent experience in education, business, or a related field.