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Customer Support Representative

RemoteRaleigh, North Carolina, United StatesCustomer Success

Job description

NOTE: Please Note: For this role, we are seeking Remote candidates located in the US, ideally within an EST or CST time zone.


Cloud Academy is a hyper-growth upskilling and reskilling SaaS company, focused on enabling enterprise customers to have full transparency and control over their tech workforce skills readiness. In a rapidly changing cloud technical landscape where there is an increasing tech skills gap in the market, combined with the difficulty organizations are facing to retain tech talent and the demands for numerous technical certifications, companies need the ability to manage these skills at scale more than ever. We help over 1000 customers visualize, assess, transform and measure their teams’ tech skills readiness through a unique Skills Intelligence Platform, powered by world class cloud training content. Companies like Warner Media, Deloitte, JP Morgan Chase and Walmart trust Cloud Academy with their technical cloud skills readiness at scale, so they can achieve their cloud business goals.

We are a global team, with colleagues in over 14 countries worldwide. We are a diverse team that is innovative, collaborative, pragmatic and passionate about making an impact. We thrive on a common vision, we obsess about our customers and learners, and we take pride in the quality of our work. Most importantly, we know that individually we are only as good as our teams are, and we always have each others’ backs.

We are seeking driven, highly competent, and creative team players to join us on the next phase of our growth story, as we scale our winning products to help even more customers and learners. 

We are looking for a professional to handle end-user customer support for Cloud Academy’s B2C and B2B enterprise SaaS customer base. This position must also work independently on projects, from conception to completion, and be able to work under pressure at times, handling various activities and confidential matters with discretion. The individual will be able to exercise good judgment in various situations, with strong written and verbal communication, information technology management, vendor management, organizational skills, and the ability to maintain a realistic balance among multiple priorities. This position must maintain current technical skills, excellent client service, and a professional demeanor. You should have a conceptual knowledge of AWS, Azure, and/or Google Cloud Platforms and a limitless desire to learn more about technology.

This position reports directly to our Customer Support Manager and works closely with our US-based enterprise Customer Success team, our Swiss-based product development team, and our global team of training content creators.

What You’ll Do

  • You will work from Monday to Friday

  • Be the face of Cloud Academy with our customers, delivering excellent interactions over email, live chat, and online voice channels.

  • Support users of Cloud Academy’s web app, mobile applications, and Hands-on Labs (actual training environments on AWS, Azure, and Google Cloud Platform like the ones you see here).

  • Evaluate user needs, collect customer feedback, research and identify technical problems, and work with content, engineering, and product teams to determine workarounds and solutions.

  • Participate in weekly product and support meetings using data to help determine priorities for our product and content teams.

  • Identify common themes to create platform FAQs and proactively coordinate with our content and engineering teams.

Job requirements

Job requirements:

  • Strong track record in customer support for a B2C and B2B Enterprise SaaS product.

  • Ability to grasp and explain complex technical concepts and techniques across multiple platforms.

  • Understanding of AWS, Azure, and/or Google Cloud Platform service offerings and a strong desire to learn more

  • An innate sense of urgency to get things done the right way.

  • Ability to act independently and hold stakeholders across the company accountable for deliverables.

  • Experience and prudence in dealing with sensitive data and systems (e.g., handling e-commerce disputes).

  • Excellent written and spoken English.

  • Experience working with a ticketing system

  • A dedicated home office space with high-speed and reliable internet, a computer, and a headset

Bonus Points

  • AWS, Azure, GCP certified — or you have passed an equivalent Cloud Academy certification prep exam

  • Experience with Zendesk

  • Experience supporting e-learning platforms.

  • Computer hardware and software troubleshooting experience.

  • Knowledge of networking

  • Understanding of information security concepts, tools, and processes