ABOUT PARTNERHERO: We build globally distributed teams for growing startups, including some of the world's most exciting technology companies. Our partners trust us with many operational responsibilities, including customer support, sales, accounts payable, product design and localization. We have offices in the US, Honduras, Germany and the Philippines, with remote associates in 17 countries including Turkey, Brazil, Morocco, Italy, France, Spain and Japan. Our global approach gives us unique operational advantages AND makes for an amazing company culture. Read more about our Core Values at https://partnerhero.com/who

ABOUT OUR PARTNER

KHAN ACADEMY is a non-profit educational organization founded in 2006 by Salman Khan. Their mission is: to provide free world-class education to anyone, anywhere. They have partnered with institutions like NASA, The Museum of Modern Art, and MIT, to offer specialized content for their learners. The website and its content are provided mainly in English but are also available in other languages like Spanish, Portuguese, Turkish, French, Bangla and Hindi.

ROLE OVERVIEW

A GLOBAL SUPPORT ASSOCIATE for Khan Academy must identify as a lifelong learner, have a curious mind, and be solution-driven. We welcome your nerdy, geeky passions! 

The KA user base ranges in the background, age, and use case; for this reason, all associates should be able to develop and adjust for a tone befitting the user's first touch. We're looking for someone who is able to problem-solve and identify gaps, so be action-driven!

Our Global Support Associates have the power to influence the way the Khan Academy platform serves the needs of its users, and serve as frontline liaisons between KA and their audience.

• TYPE: Temporary
• START DATE: 07/01/2019
• END DATE: 12/05/2019
• SCHEDULE: 40 hours per week
• LOCATION: OUR OFFICE IN BOISE (USA), SAN PEDRO SULA (HN), TEGUCIGALPA (HN), BRAZIL (REMOTE)

RESPONSIBILITIES

• Resolving product issues by identifying our users' complaints, explaining the best solutions, and filing thorough bug reports
• Responding to tickets efficiently and in a timely manner
• Documenting new bugs and updating existing ones
• Escalating situations to project managers after thorough troubleshooting
• Handling product reviews and creating/proofreading user-facing articles

REQUIREMENTS

• +2 years of customer support experience
• Able to work independently
• Flexible availability (weekends)
• An inquisitive mind with a tech-savvy, ambitious personality
• Outstanding communication and writing skills
• Ability to adapt tone and tailor style in writing for our wide variety of users
• Align with and have a passion for the Khan Academy mission
• Familiarity with the multiple platforms Khan Academy is in (iPad, PC, mobile, etc.)
• Teaching and/or academic backgrounds are a plus!