Technical Support Analyst

2 days ago

Karachi, Sindh, Pakistan Stellic Full time

Remember the days when you were navigating your academic path — the feeling of being lost, unsure of which courses to take, or uncertain about your graduation timeline? At Stellic, we get it because our journey started just like yours. Born out of the challenges faced by international students at Carnegie Mellon, we've grown into a movement that's reshaping the future of education by addressing one of higher education's biggest challenges: the $200B dropout crisis.

Today, we are partnered with universities across 7 countries — including top institutions like Cornell, Columbia University, and Ohio State University — to empower 1M+ students to take control of their academic journey with clarity, confidence, and purpose. Our platform gives students the tools they need to plan ahead, stay on track, and succeed, from day one through graduation.

At Stellic, we believe in the power of personalized education, and our culture thrives on collaboration, innovation, and the passion to solve meaningful problems. Your ideas will have a real-world impact, as you work alongside some of the brightest minds in the industry to reimagine what education can be. Join us; together, we'll help millions of students worldwide own their educational future.

Don't take our word for it, see it for yourself

  • "Stellic cut down 2 hours of brainpower before registration to just 30 minutes" – Rising Senior
  • "I noticed that when I was in meetings with my advisor after we got Stellic, we could spend more time talking about career paths, the future, and what made sense for me from a professional standpoint" - Rising Senior
  • "One of the key things about Stellic is that I can have it open, my advisor can also have it open and see exactly what I'm looking at. And I don't have to hope and pray that they remember who I am." – Rising Junior
  • "Just had the most AMAZING advising session...a student was changing majors and they built a new plan to show her parents within minutes. She was beaming (and so was I)...this is incredible to use" - Advisor
  • "Stellic has caused us to be more inspired about the work that we do. Having a platform that is agile, responsive, flexible and shows potential for moving forward - and a collaborative team approach - has been remarkable." - Administrator
About the Role

As the Technical Support Analyst, you will be an integral member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

As a Technical Support Analyst, you will:

  • Serve as the second member of the Support team, playing a key role in training and mentoring future support staff
  • Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently resolve 70% common issues without escalation
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
  • Monitor customer support trends and identify areas for improvement
  • Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
  • Foster and maintain a customer-centric culture within the support team and broader organization

You are a great fit for the role if you have the following skills and experiences:

  • Customer service experience (2+ years preferred)
  • Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
  • Experience using support ticketing systems
  • Strong troubleshooting and analytical abilities
  • Ability to manage multiple priorities
  • Ability to multi-task and autonomously prioritize
  • Strong cross-functional expertise engaging with engineering, customer success, and product management team
Why Join
  • Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelmingly loved by students and valued by administrators
  • Work alongside passionate, brilliant minds from leading companies like Splunk, Epic, Calm, Microsoft, IBM, Careem, Marketo, and Lattice.
  • The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
  • Be part of a culture where ownership, new ideas, and creativity are celebrated
  • Generous stock options in a Series A stage startup
  • Comprehensive health insurance to keep you and your family covered.
  • Flexible hybrid work model focused on impact and execution.
  • Annual international retreats in some of the most beautiful cities & towns

Stellic is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

Apply for this job
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