Customer Support Specialist
S
SchooLinksSaaS
United StatesFull-TimeMiddle
Salary55000 - 66000 USD per year
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Job Details
- Experience
- 1-2 years of experience
- Required Skills
- Zendesk
Requirements
- 1-2 years of experience in a customer support or client-facing role
- preferably in SaaS
- Strong written and verbal communication skills
- Familiarity with support tools such as Intercom, Zendesk, or Front
- Ability to manage multiple tickets simultaneously without sacrificing quality
- A customer-first mindset and problem-solving approach
Responsibilities
- Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets.
- Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics.
- Escalation of certain support requests to product, engineering, or solutions.
- Log, track, and update chats and emails in our support tools (Intercom, Front).
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