Customer Support Analyst

This is a fully remote position, open to applicants in California, +21 more states.

📋 Description

• Deliver responsive, empathetic, and precise support to educators, school and district administrators, and other users via Zendesk, email, chat, and occasional customer meetings or webinars.

• Take ownership of customer issues from the initial contact to resolution, which includes triage, investigation, documentation, escalation, ongoing communication, and closure.

• Investigate and troubleshoot technical and account-related challenges, resolving them when feasible and documenting as well as escalating issues that require further assistance.

• Test and confirm solutions for customer-reported issues, clearly and accurately communicating resolutions.

• Assist educators and districts in utilizing Checkology and other NLP resources by providing platform guidance, onboarding and training support, and creating help-center articles, FAQs, troubleshooting instructions, and onboarding materials.

• Maintain accurate records of customers and issues, meet service levels, and adhere to escalation and privacy practices.

• Identify recurring customer inquiries, technical challenges, and obstacles to successful usage, and relay patterns and evidence to the Director of District Success.

• Develop and sustain knowledge of Checkology, NLP instructional resources, educator workflows, and the K-12 technology landscape.

• Act as the primary Zendesk administrator; design workflows or automations and oversee the knowledge base.

• Create and deliver monthly reports.

• Collect information from Product, Engineering, and other internal teams; maintain records, manage timelines, and coordinate with stakeholders.

• Escalate complex compliance, contractual, or implementation-related requests to the Director of District Success.

⛳️ Requirements

• A minimum of three years of experience providing customer-facing support for a SaaS product.

• Direct experience in K-12 education or education technology.

• Experience in investigating web-application, account, or data-related issues.

• Ability to replicate reported problems, document findings, and collaborate with engineering teams to resolve issues.

• Proficiency in using browser-based troubleshooting tools, dashboards, and basic data queries.

• Experience utilizing and managing Zendesk to enhance support processes.

• Ability to explain technical information to non-technical users.

• Experience in creating customer-facing documentation, help content, and video tutorials.

• Experience working independently and collaboratively in a remote or distributed work setting.

• Must reside in and be authorized to work in the United States.

• Cover letter, work samples, and résumé are required.

• Finalists must provide references.

🏝️ Benefits

• Health, vision, and dental insurance.

• 401(k) plan match.

• Unlimited PTO.

• Flexible work environment.

• Skills assessment and virtual interview process.

• Equal opportunity employment and commitment to diversity, equity, and inclusion.