Are you ready to join Connecticut Innovation’s vibrant community of innovators? Connecticut Innovations (“CI”) is Connecticut’s strategic venture capital arm, and we are passionate about serving our portfolio of 220+ companies across various industries, with strengths in life sciences, technology, and climate tech.

Come join one of our quickly growing portfolio companies, Intelliboard!

About IntelliBoard

IntelliBoard, Inc. is a high growth, venture backed SaaS data analytics company serving 4 main verticals – higher education, K-12 school systems, corporations, and government agencies. Our Learning Analytics Platform is designed to help organizations improve learning outcomes. Using data from a wide array of sources coupled with predictive models, organizations can achieve their retention, engagement, and compliance goals. Our platform has over 45 million learners, over 450 clients served, and we have completed over 20 software integrations.

By integrating with major leading learning platforms and using predictive modeling techniques, the platform can collect and analyze data about learners and their contexts. This information is then used to provide decision-makers with data-driven insights to better their decisions and help optimize learning experiences.

Our investors include Advantage Capital, Connecticut Innovations, Leta Capital, and Flashpoint.

Why Work at IntelliBoard

The EdTech market is projected as a $200 billion addressable market; the Learning Systems market is projected as a $5 billion addressable market
In December 2023, we secured additional funding to accelerate growth
Our annual ARR has grown 31% over the last 2 years and is projected to grow 39% year-over-year
Our platform drives significant value for organizations including increased retention, deeper engagement, higher course completion rates, increased employee satisfaction, and better adherence to compliance and regulation
Organizations using the platform see a 30% increase in efficiencies and better utilization of their existing learning tools

Client Support Representative

We are looking for a service-oriented, technically strong Client Support Representative to join our Client Success department. This team makes sure we provide a great experience to our clients assisting them with technical support and building phenomenal client rapport. We believe that a more human client experience delivers better results, and this role will bring that to life. The goal of the Technical Client Support Representative is to be a direct and indirect support for clients and prospects through the life cycle of the product. This team member will provide fast, reliable, and kind “on call” support. This role provides direct and indirect support with the Platform’s features, including initial set up and troubleshooting.

What You'll Do

Respond to client inquiries via Zendesk consistent with client policies, procedures and competencies.
Maintain a high level of Intelliboard product knowledge to effectively address client, prospect and internal teammates questions and inquiries.
Troubleshoot technical issues with clients.
Instruct and walk clients through the ordering of Intelliboard’s assessments and products.
Build rapport and strong relationships with internal clients by providing a kind and comprehensive client experience through phone, live chat, and email channels.
Utilize and contribute to the development of our internal knowledge.
Deliver prompt support for incoming support tickets, and forward support tickets to the proper department for resolution.
Collaborate and share distributed duties with other support team members.

Opportunity for Growth

Develop a client success skillset to apply to a future career as a Client Success Manager, Account Manager or Senior Customer Support Representative.
Lay the foundation for the future of client success standards at Intelliboard.
Gain opportunities for ownership across different projects and collaborate with motivated cross-functional team members who are passionate about improving learning outcomes.

Who You Are

You have previous experience & comfort with troubleshooting web applications, database structures and table relations, along with common browsers, and basic hardware issues with PC, Mac, iOS, and Android platforms.
You have 1-2 years of previous experience in a customer service-oriented role, SaaS support experience a plus.
You possess excellent phone, typing, and grammar skills to assist Intelliboard clients.
You are detail oriented.
You have excellent people-skills; an ability to listen to prospects and clients to customize responses according to client needs.
You possess positive and professional communication skills – written and verbal.

IntelliBoard is committed to diversity and the principles of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national, social, or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, military status, marital status, mental or physical disabilities, or any other status protected by law. Are you ready to join us and make a difference?

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Client Support Representative