Support Specialist Advisor
2 days ago
School administration and education technology are evolving through innovative solutions at various institutions. Our platform serves thousands of educators, students, and administrators daily.
We're seeking a Support Expert who excels at solving problems, advocating for users, and driving customer satisfaction.
- Act as the initial point of contact for educators, school administrators, and tech coordinators seeking support
- Handle Tier 1 and Tier 2 support requests via email, chat, and occasional phone support
- Troubleshoot technical issues across web and mobile applications
- Collaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests
- Create and maintain clear, user-friendly help documentation and FAQs
- Identify recurring issues and trends, and contribute to improving internal processes and product functionality
- Maintain a high CSAT score and deliver a seamless support experience to our users
Requirements:
- 5-6 years of professional experience in customer support or technical support
- Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors
- Strong troubleshooting skills and the ability to explain complex issues simply
- Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar
- Excellent written and verbal communication skills
- Empathy, patience, and a true customer-first mindset
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