Customer Support Specialist

Description & Requirements

Customer Support Specialist Our client is seeking a Customer Support Specialist to play a vital role in providing exceptional technical and operational support directly to our students and their families. In this role, you will be responsible for responding to family inquiries promptly and accurately, escalating complex issues to the appropriate personnel, and resolving parent and student concerns efficiently to ensure a seamless experience Best-in-Class Benefits and Culture: Our client values their employees’ time and effort. Their competitive compensation of $15.00 - $18.00 hourly depending on experience, and an extensive benefits package, enhances their commitment to your success. Our client’s benefits package includes: Comprehensive health coverage: Medical, dental, and vision insurance provided Robust retirement planning: 401(k) plan available with employer matching Financial security: Life and disability insurance for added protection Flexible financial options: Health savings and flexible spending accounts offered Well-being and work-life balance: Paid time off, paid holidays, and remote work choices provided Plus, they work to maintain the best possible environment for their employees, where people can learn and grow with the company. They strive to provide a collaborative environment where everyone feels encouraged to contribute to their processes, decisions, planning, and culture. To thrive as the Customer Support Specialist, you should have: Minimum of 3 years of experience in a support, helpdesk, or family-facing role within a school-based environment. Experience working independently in a remote environment with minimal supervision. At least 1 to 2 years of experience using Google Workspace (Docs, Sheets, Slides, Drive). Strong written communication skills with the ability to explain complex information clearly. Exceptional problem-solving and conflict-resolution abilities. Knowledge of educational technology platforms and virtual learning environments. High school diploma or GED required; bachelor's degree preferred. IT, computer repair, or network diagnostic certifications are preferred. Student- and family-centered approach with a passion for delivering outstanding support. Your responsibilities as the Customer Support Specialist will include: Serve as the primary point of contact for students and families through email, phone, text, and support platforms. Respond to inquiries related to enrollment, attendance, curriculum, testing, and grades. Troubleshoot and resolve software and hardware issues involving Chromebooks, PCs, and Macs. Triage and escalate academic and technical concerns to appropriate personnel. Develop and maintain FAQs, templates, user guides, and support resources. Train and mentor fellow support specialists and staff members. Manage employee onboarding, offboarding, and remote device configuration. Maintain support logs, hardware inventory, and assist with system integrations. Collaborate across teams to improve support processes and enhance the student experience. If you are passionate about helping students and families succeed while leveraging your technical and customer support expertise, we encourage you to apply today. Our client is an equal opportunity employer that welcomes and encourages diversity in the workplace. It does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment. We anticipate that the application window will close in 30 days.