Associate Support Specialist

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Requirements:

• Bachelor’s Degree or equivalent customer service experience.
• 0-2 years of experience in client support within the software industry.
• Aptitude for using and communicating about software to non-technical users.
• Excellent written and verbal communication skills.
• Passionate about learning new software.
• Problem-solving skills to analyze and resolve customer issues.
• Ability to work independently and collaboratively in an open environment.
• Friendly and positive attitude.
• Industry knowledge of K-12 private school sector and related SaaS products is a plus.

Responsibilities:

• Interact directly with customers via several channels, including a ticketing system and Zoom.
• Manage and prioritize multiple open cases.
• Ask targeted questions to diagnose problems.
• Analyze requests, replicate issues, and provide timely resolutions.
• Collaborate with support teams to escalate unresolved issues.
• Maintain internal and external knowledgebases.
• Identify and log system bugs.