IT Support Engineer (Flipgrid)

IT Support Engineer (Flipgrid)

Location: Redmond, WA (Remote for now)

Looking for US Citizens, GC and GC EAD only.

Experience - 7+ years

Key Skills:

Flipgrid

Audit/compliance support

The ideal candidate should be able to quickly understand the Flipgrid platform and effectively communicate and support our global community to deliver an innovative and meaningful learning experience to millions. The candidate will work on a support queue that addresses legal, security, and privacy related questions from our community utilizing existing templates and operating procedures. The candidate will also work to help operationalize and optimize some of the business processes that contribute to efficiency and effectiveness of supporting our community of users.

Responsibilities:

• Work alongside the team to review and respond to support tickets.
• Engage directly with our community through effective written communication.
• Working on high volume support requests through email.
• Work independently and within a team to share internal feedback on community support issues, ideas, and resolutions.
• Identify opportunities, maintain, and update processes, available tools and automations to help scale the support volume.
• Create knowledge articles, template responses, and standard operating procedures to further mature our business processes

Qualifications:

• Demonstrated experience supporting or working in an audit/compliance support.
• Excellent verbal and written communications skills.
• Proven track record of managing customer requests and proactively identifying customer opportunities to influence product features.
• Examples of creating quality customer-facing product documentation, tutorials, and usage examples.
• Demonstrated ability of product testing and strong attention to detail.
• Experience with and passion for working with educators and students.
• Professional experience with support, quality assurance, project management, or other development systems.