Product Support Agent

ABOUT MATIFIC

Matific is a leading global EdTech provider, delivering an adaptive online learning platform for primary school mathematics. With our product being utilised by millions of students, teachers and parents in 100+ countries, we are helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 200+ employees, we are committed to achieving our goals. We’ve also picked up a number of awards, including numerous CODiEs, Academics’ Choice and Edtech Digest to name a few.

THE ROLE

We are seeking a Product Support Agent for our Latin American team, with strong customer focus to assist Matific to keep our customers happy. 

We are looking for highly motivated individuals, with a clear passion for building a high-growth start-up. As a Technical Support Team member, you will be a part of a global team of technical support representatives' team and play a proactive role in dealing with customer inquiries and issues

The role will be based in Buenos Aires, Argentina, with a hybrid work arrangement, and work closely with the Support teams in Spain and Sri Lanka. 

As part of the role, you will also be required to collaborate with internal teams and external partners and provide support for our NA, EU, SA, Asian and AU/NZ customers. 

KEY RESPONSIBILITIES

• Provide technical product and service support in the educational field
• Recommend solutions to customers and troubleshoot issues 
• Assist other departments to prepare and optimize technical and process documentation
• Plan and deliver training to staff and customers
• Create and maintain channels of communication between sales and technical team

• Minimum of 2 years prior experience in a product support role in an international environment
• Customer-oriented and empathetic - foreseeing the needs of our customers and ensuring that our product will be used in the optimal way.
• Excellent communication skills. Fluent English, both written and verbal.
• An ability to multitask across multiple projects and prioritise in fast fast-paced environment
• Technical background preferred but not mandatory
• Good knowledge of Excel / Google Suite

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, fast-growing SaaS company
• Work with ministries of education, leading high-profile global publishers and partners
• Work closely alongside seasoned, successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration package with significant upside potential