Customer Support Specialist
New
O
Opportunity EducationEducational Technology
Fully remotePart-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- TroubleshootingTechnical supportCustomer support
Requirements
- 3+ years of experience in K–12 education, educational technology, customer support, instructional technology, or a related field
- Direct experience working in schools or closely supporting teachers and school staff
- Strong familiarity with school technology, including Google Classroom, Clever, SIS, SSO, and rostering tools
- Experience troubleshooting account access, rostering, synchronization, integrations, and related technical issues
- Excellent writing and communication skills for both customer support and self-service resources
- Ability to work effectively in a remote, collaborative team environment
- Former classroom teacher, instructional coach, or school technology specialist (preferred)
- Experience supporting an education technology product (preferred)
- Experience with customer support ticketing platforms and school/district implementations (preferred)
- Experience creating Help Center articles, instructional videos, or other support resources (preferred)
Responsibilities
- Serve as a primary point of contact for teachers, school administrators, and other Feedback Forward users, providing timely product and technical support primarily through email and calls when needed.
- Troubleshoot product issues with an understanding of both the technical problem and the classroom context in which it occurs.
- Create, manage, and continuously improve customer support processes within OE’s support ticketing platform, including prioritization, documentation, follow-up, and escalation.
- Support schools and administrators with integrations, rostering, account access, and data synchronization across platforms such as Clever, Google, and student information systems (SIS).
- Share product updates and release announcements with customers, clearly communicating new features, improvements, and changes relevant to educators.
- Develop onboarding, technical setup, and self-service resources, including Help Center articles, best-practice guides, and short instructional videos.
- Identify recurring questions, issues, and customer feedback to improve support processes and surface actionable insights and product opportunities to the product team.
- Work closely with product and engineering to reproduce, document, escalate, and resolve technical issues.
- Develop deep expertise in Feedback Forward and independently manage support responsibilities with timely, high-quality communication.
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