Customer Support Agent, Tier 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming emails, live chats, and scheduled phone calls, concentrating on Tier 2 escalations and complex product troubleshooting.

• Address advanced product or service issues by clarifying customer requirements, identifying underlying causes, implementing technical solutions, and following up to ensure full resolution.

• Leverage Zendesk Agent Co-Pilot and keep precise, detailed interaction notes in the ticketing system.

• Submit clear and complete Jira issue templates to escalate technical bugs or edge cases to higher-tier support and engineering teams.

• Oversee support queues across all channels and manage overflow as needed.

• Maintain a comprehensive and current understanding of ParentSquare features to educate customers and assist internal teams.

• Gather and document actionable customer feedback for Product, Customer Success, and leadership teams.

• Contribute to internal support documentation, help articles, and product testing for new feature releases.

• Mentor colleagues and promote continuous improvement within the Support team.

⛳️ Requirements

• Minimum of 2 years of experience in customer support or technical support.

• Experience in EdTech, K-12, or SaaS environments is highly preferred.

• Demonstrated proficiency with ticketing systems.

• Expertise in Zendesk and Jira is a significant advantage.

• Familiarity with technical integrations and data flows (SFTP, API) or Student Information Systems (SIS).

• Proven capability to manage high volumes of tickets, live chats, and phone queues simultaneously.

• Exceptional attention to detail.

• Strong written and verbal communication abilities with a friendly, empathetic tone.

• Proactive and self-driven approach.

• Willingness to learn in a fast-paced environment.

• Flexibility to work varied schedules, including occasional early mornings, evenings, or weekends as coverage requires.

🏝️ Benefits

• Employer-covered health insurance (including dependent coverage).

• An employer-matched 401K retirement savings plan starting from day one.

• Paid Parental Leave.

• Stock options.

• Health and wellness reimbursements.

• Increasing PTO each year.

• 15 paid holidays, including your birthday.

• Fully remote work arrangement.

• Tools and equipment provided for a home office.