Solution Specialist , AP

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support experience to join our team as a Solution Specialist. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday, with occasional weekend coverage, online and onsite training, and hosting annual conferences. This specialist will be responsible for managing mutual clients in China for both AssessPrep and ManageBac+ during China Support Hours.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using AsseaaPrep and ManageBac+
• The nuts and bolts of products as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of mainland China schools, and how to best support them

Key Responsibilities

• Sales & Client Experience (30%)
• Pre-sales, Post-sales, and Client Retention activities.

• Implementation (20%)
• Client Onboarding and Enablement.

• Support (50%)
• Management of support tickets and communication via calls.
• Client training sessions.
• Producing resources both for internal and external use

What success looks like

• Understand Faria and AssessPrep context, products, clients, and tools
• Functional understanding of ManageBac+ and AssessPrep
• Handling tickets and client interactions with oversight
• Independently manage assigned accounts and support queues

Requirements:
Does this describe you?

• Excellent verbal and written English communication skills
• High-energy and outgoing
• Fast learner, problem solver
• Detail-oriented, follows things through to completion, dependable
• Clear and engaging presentation skills
• 1-2 years of experience in customer or technical support, implementation, customer success or account management, train the trainer
• Interest/experience in EdTech and desire to make life better for students and schools
• Eagerness, competitive attitude, & ambition to achieve

Anticipate 10% travel, though it may be more or less depending on personal preference or regional needs; therefore, we ask all Faria Education Group employees to maintain a valid passport.

DISCRIMINATION DECLARATION

All qualified applicants will be considered for employment without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits:
• Competitive salary, plus eligible for sales team variable compensation plan.
• Monthly Health & Wellness Allowance.
• Office lunch & team socials.
• Professional Development Budget.
• Regular performance reviews

ABOUT FARIA EDUCATION GROUP

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.

We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

https://www.faria.org/careers