Product Education & Support Specialist

mySidewalk is looking for an empathetic problem solver to welcome to the team as a Product Education & Support Specialist. This person will help assist the community change makers who use our Seek and Chart products to tell their organizations’ data stories — both through customer education and by fielding their incoming requests. 

The kind of problems you’ll help us solve, such as how to: 

• Deliver high-quality, responsive customer support 
• Manage and build a customer feedback loop to improve our products
• Introduce customers to our products in order to best set them up for success  
• Integrate customer feedback into trainings and other supportive education materials 
• Track and adjust our support and introductory training processes for optimal success 

How you’ll solve these problems: 

Be a mySidewalk power user. By having a thorough understanding of our software, you’ll use your insights to help enable our customers to become power users, too. 

Be the first point of contact for our customer requests. When customers reach out about issues related to Seek and Chart, you’ll need to ably troubleshoot their problems, find answers to their questions, and capture solutions clearly, in writing. 

Be a guide. Use your understanding of our products and customer feedback to help shape how we teach new customers about how to use our products in order to set them up for lasting success. 

Be an optimizer. Have ownership over and help shape internal processes related to the handling of incoming customer issues and feedback. 

Be a cross-team collaborator. Know where to go in the company to find the right answers to best address our customers’ needs, and who can best act on customer feedback. 

You’ll help us solve these problems if you have: 

• Prior experience in training or education 

• Minimum 1-3 years experience in a customer support-based role - Secondary 
• Excellent written and oral communication skills
• Ability to take a consultative approach to addressing customer issues and teaching 
• Stellar consultative skills and presentation abilities, both on video and in live (online) learning environments
• Attention to detail and quality in customer responses internally and externally
• Ability to work in a fast-paced environment, learn quickly, and adapt to a changing product 

Bonus points if you have: 

• Public sector experience, or a vested interest in the space 
• Strong data literacy - especially GIS or community data 

In your first 90 days, some of your key responsibilities will include: 

• Becoming an expert in our Products and existing training materials 
• Take ownership over live and recorded trainings
• Starting to handle incoming customer issues, and begin applying a method of categorization to these issues so that we can identify trends 
• Establishing a relationship with our Product teams to ensure open and productive two-way communications