Customer Support Specialist

Customer Support Specialist What You'll Do Respond to customer inquiries across WorldQuant University and WorldQuant Learning, troubleshooting technical issues and guiding users to resolution. Serve as a first point of contact for product-related questions, escalating complex technical issues to the appropriate team when needed. Support customer onboarding for WQL through Keystone configuration set up and attending and leading live training sessions Walk users through product features and workflows via email, chat, or live sessions, helping them understand how to use the platforms effectively. Create and maintain feature demo videos, walkthroughs, and tutorials to support onboarding and self-service learning. Work across departments to create the process and repository for help center articles, FAQs, and other support documentation. Maintain all documentation. Identify recurring user pain points and common questions, then document, prioritize, and report patterns and feedback to the product team. Partner with product and engineering teams to stay current on new features and releases so support and demo content stay accurate and up to date. Track and report on support metrics such as response time, resolution time, and user satisfaction. Serve as primary customer support for WQU with platform administration and configuration. What We're Looking For Comfort with learning new software quickly and explaining technical concepts in plain language. Strong written and verbal communication skills. Experience with (or willingness to learn) screen recording and basic video editing tools (e.g., Loom, Camtasia, Adobe Premiere, Storylane). Detail-oriented, organized, and able to manage multiple support requests at once. Able to make independent judgements based on evolving needs of customers and policies of WQL; Be part of the solution that uses input and guidance to develop policies and procedures. A proactive, empathetic approach to helping users. You enjoy making people's day easier. A bias for action and a willingness to lean in where needed, across departments, even if the request isn't directly related to the role Interest in education technology, finance, or quantitative fields is a plus but not required. Nice to Have Familiarity with help desk or ticketing tools. Basic knowledge of HTML or ability to navigate a CMS. Prior experience supporting an online learning platform or SaaS product. Why Join Us You’ll play a key role in shaping how thousands of learners and users experience WorldQuant University and WorldQuant Learning, with direct visibility into product decisions and the chance to grow into broader product or customer experience responsibilities over time. The salary range for this entry level position is $48,000 to $55,000. *WorldQuant Learning is a total compensation organization where you will be eligible for a base salary and benefits. To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on job function and level, benchmarked against similar-stage organizations. When finalizing an offer, we will take into consideration an individual’s experience level and the qualifications they bring to the role to formulate a competitive total compensation package. At WorldQuant Learning, we are committed to providing candidates with all necessary information in compliance with pay transparency laws. If you believe any required details are missing from this job posting, please notify us at View email address on click.appcast.io, and we will address your concerns promptly. #J-18808-Ljbffr