Position Overview:

As a Customer Support Specialist, you serve as the vital link between customers and the engineering team. This role is designed for a mission-driven professional who is passionate about advancing children’s literacy. You will not only manage and synthesize a broad range of technical issues but also act as a consultant to help customers deploy and maintain our client's products. This is an execution-oriented position that requires balancing direct customer interaction with high-level troubleshooting to drive product improvements.
 

Responsibilities:

• Technical Escalation & Resolution: Identify root causes of complex issues and drive them to a final resolution or decision.

• Customer Consultation: Act as a subject matter expert, providing best practices and tailored solutions to customer queries.

• Performance Excellence: Consistently exceed expectations regarding response quality, timeliness, and the overall customer experience.

• Deployment Support: Provide thoughtful direction and guidance to help customers successfully deploy and maintain software products.

• Knowledge Management: Author and review knowledge base content to enhance self-service capabilities and support team scalability.

• Internal Advocacy: Collaborate across the organization to uncover product improvements and advocate for student success.

Required Skills and Abilities:

Core Requirements

• Experience: 2+ years in customer support or a comparable professional role.

• Communication: Ability to provide "stellar" service across multiple channels, including written correspondence, live chat, and phone calls.

• Technical Proficiency: Advanced technical skills required for debugging, troubleshooting, and managing SaaS-based escalations.

• Adaptability: A flexible approach with the ability to operate effectively amidst uncertainty, change, and seasonal peaks.

• Execution Focus: A strong work ethic suited for a mix of routine tasks and high-stakes problem-solving.

Preferred Qualifications:

• SaaS & EdTech: 2+ years of experience supporting SaaS applications; experience with educational assessment technology is a significant plus.

• K-12 Expertise: 2+ years of experience in the K-12 environment (e.g., as a classroom teacher or technical administrator) is strongly preferred.