
Technical Support Specialist
4 days ago
Imagine being part of a customer-centric team that is addressing the core issues in higher education via an expandable platform.
We are seeking a Technical Support Engineer to join our 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.
Responsibilities:
- 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
This is a unique opportunity to develop deep product expertise and become a trusted technical advisor that even Product Managers turn to for insight on platform functionality.
Requirements:
- 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
Benefits:
- 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
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