Technical Support Expert
15 hours ago
SchoolCues is a pioneering EdTech SaaS company revolutionizing school management and administration in small schools and micro schools with intuitive, accessible, and impactful technology. Our platform empowers thousands of educators, students, and administrators daily.
We are seeking an individual who shares our passion for problem-solving, user advocacy, and customer success.
Key Responsibilities:
- Provide initial support to educators, administrators, and tech coordinators via various channels
- Handle Tier 1 and Tier 2 support requests efficiently
- Troubleshoot technical issues across web and mobile applications
- Collaborate with Product, Engineering, and Customer Success teams
- Create clear, user-friendly documentation and FAQs
- Identify trends and improve internal processes and product functionality
- Maintain high CSAT scores and deliver seamless support experiences
Required Skills and Qualifications:
- 5–6 years of experience in customer or technical support
- A background in supporting SaaS platforms, preferably in EdTech or education-related sectors
- Strong troubleshooting skills and ability to simplify complex issues
- Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar
- Excellent written and verbal communication skills
- Empathy, patience, and a customer-centric mindset
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