Poll Everywhere

• You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence. • Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth • Own issues end-to-end, from initial triage through root cause identification and resolution • Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations • Explain solutions in plain language so customers can resolve similar issues independently in the future • Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education • Surface product gaps, friction points, and customer usage trends to internal teams • Help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time. • Create onboarding guides and how-to resources that help new customers ramp up with fewer questions • Develop training content around common workflows (the “how do I…” questions we hear most) • Teach — not just how features work, but when and why to use them for maximum impact • Run live trainings and webinars and repurpose them into reusable content • Use support ticket trends to prioritize what content to build next • Gather feedback on training effectiveness and iterate regularly • Reduce friction across the customer journey by building resources that help both customers and internal teammates succeed. • Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides • Document solutions to recurring issues so institutional knowledge doesn’t get lost • Improve existing help documentation based on where customers consistently get stuck • Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently • Share real customer examples and best practices across teams • Audit existing resources regularly — refine what works, retire what doesn’t.