Customer Support Specialist
RemoteUnited States
Job Summary
Provide customer support across chat, phone, and email channels, resolving technical issues and subscription enquiries while maintaining accurate interaction records. Diagnose and resolve technical problems, guiding customers through solutions and escalating complex cases to QA and Development teams. Maintain and improve self-service resources by updating the knowledge base, FAQs, and articles to help customers find answers quickly. Collaborate with Customer Success, Product, and other teams to share feedback and identify process improvements. Identify recurring customer issues and recommend enhancements to documentation or support resources to meet service standards and KPIs.
Required Qualifications
- 2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment
- Communicates clearly and effectively with customers, including explaining technical concepts in accessible language
- Experience supporting customers across multiple channels, including chat, phone, and email
- Experience diagnosing and resolving technical issues and customer enquiries
- Experience using CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar
- Experience maintaining or contributing to customer-facing knowledge base content and self-service resources
- Strong organisational skills and attention to detail when managing customer interactions and records
- Uses AI tools to improve workflow efficiency, knowledge management, research, or issue resolution
Desired Qualifications
- Experience supporting customers in the education sector, including K–12 or higher education environments
- Familiarity with cloud-based software products or EdTech platforms
- Experience identifying trends in customer issues and contributing to process improvements
- Understanding of customer support metrics and service-level performance measures
- Degree or equivalent experience in education, business, or a related field
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