Education Support Specialist

23 hours ago

Karachi, Sindh, Pakistan beBeeTechnical Full time
Technical Support Expert

We're building a future where every student can navigate their education with clarity, confidence, and purpose. Our platform empowers students to make informed decisions about their degree plans, track their journey, and build an education and career path that's truly worth it.

We're a fast-growing organization partnering with top institutions to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and dedicated to building a high-performance team that makes a lasting difference on both students' lives and higher education.

About the Role

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.

Key Responsibilities:

  • Handle support tickets while maintaining a +95% CSAT rate
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently diagnose and resolve 70% common issues without escalation
  • Foster and maintain a customer-centric culture within the support team and broader organization

Required Skills and Qualifications

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

  • Customer service experience (5+ years preferred)
  • You are a learner with a desire to ask questions and dig into learning complex technology
  • Have a passion for serving students and Higher Education
  • Experience with education technology or student information systems or similar SaaS customer support with B2B with a strong set of diagnosing and/or nesting logic
  • Experience using support ticketing systems like Intercom, Freshdesk, or Zendesk

Benefits

Join us and enjoy the following benefits:

  • Be part of a customer-centric team addressing core issues in higher education via an expandable platform
  • Work alongside passionate, brilliant minds from leading companies
  • The opportunity to join at the ground level of a promising organization and build/lead a team critically responsible for its growth
  • 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

Others

We believe diverse teams make innovation possible and encourage all qualified applicants from any background to apply.

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