About the Role
Join a Tier 2 Support Team as a product-specific specialist, reporting to a Customer Support Manager. You will handle complex customer issues, manage AI chatbots, maintain the Knowledge Base, and collaborate with Product, Implementation, and Customer Success teams to ensure enterprise-level support.
Key Responsibilities
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Provide technical support via phone, email, and online chat.
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Diagnose and troubleshoot software issues, identifying root causes and solutions.
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Create and maintain support documentation, knowledge base articles, and training materials.
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Collaborate with cross-functional teams to escalate and resolve complex issues.
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Participate in training to enhance product knowledge and technical skills.
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Improve support processes by sharing insights and feedback.
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Deliver exceptional customer service, meeting and exceeding performance targets.
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Manage the AI chatbot, reviewing conversations, coaching for quality, and improving knowledge base success.
Required Qualifications
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Bachelor’s degree in a relevant field or equivalent experience.
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1+ years in customer or technical support, preferably in technology/software.
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Strong technical aptitude and troubleshooting skills.
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Excellent written and verbal communication skills.
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Experience with CRM software and ticketing systems (preferred).
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Familiarity with EdTech products or K-12 education (advantageous).
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Ability to work independently, manage priorities, and collaborate effectively.
Benefits & Perks
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Remote-first work: Work from anywhere most productive.
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401(k) Matching: 100% match up to 6% of salary.
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Flexible Time Off and Paid Parental Leave.
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Comprehensive Benefits: 100% coverage for medical, dental, and vision, plus life insurance and HRA.
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Values-driven culture: Focused on diversity, inclusion, and community engagement.
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Winter Shutdown: One-week break in November and two-week break in December.
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Childcare Support: Pre-tax dependent care program for eligible childcare expenses.
Compensation
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U.S. Pay Range: $60,000–$75,000 USD, based on experience and non-discriminatory factors.
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Total compensation package details provided during the interview process.
About the Organization
The company is a fast-growing EdTech organization transforming K-12 education through innovative communications, attendance management, and teacher development solutions. They are committed to diversity, equity, and inclusion, fostering a workplace where unique perspectives drive student success.