Support Specialist – Contract

This is a fully remote position, open to applicants in Arizona, +25 more states.

📋 Description

• Offer technical enterprise assistance to users including employers, students, and career services.

• Provide support through email, phone, and video consultations.

• Address questions, bugs, feedback, and general inquiries.

• Manage approximately 20–30 email tickets daily.

• Handle around 10 phone calls during a 4-hour daily phone shift.

• Participate in 1–3 team meetings each week.

• Complete administrative duties such as emails, daily announcements, and training.

• Troubleshoot technical workflows and create as well as troubleshoot custom reports.

• Deliver personalized responses while fostering customer relationships.

• Utilize app demo environments, troubleshooting tools, help center resources, communication channels, and internal documentation.

• Uphold standards for response time, resolution time, queue-sharing, and customer support quality.

• Adapt across support queues, including Trust and Safety and Handshake AI.

• Share insights and trends with Support, Success, and Product teams.

• Enhance customer experience and streamline team operations.

• Coordinate issues across Customer Support, Customer Success, Product, and Engineering teams.

• Act as both a support specialist and consultant for users of the Handshake platform.

⛳️ Requirements

• Must reside in one of the specified U.S. states when working remotely: Arizona, District of Columbia, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, North Carolina, New Mexico, Nevada, New Jersey, New York, Oregon, Pennsylvania, South Dakota, Tennessee, Texas, Virginia, Washington, or Wisconsin.

• Quick learner of technical tools and concepts.

• Comfortable with change and uncertainty.

• Collaborative attitude with teammates and cross-functional teams.

• Exceptional verbal and written communication skills, including the ability to convey complex topics in a simple manner.

• Capability to meet or surpass ticket and quality targets.

• High level of self-accountability and integrity regarding processes and metrics.

• Empathy towards users and cross-functional partners.

• Strong attention to detail and ability to troubleshoot with limited information.

• Ability to retain information and partially resolve issues independently.

• Willingness to conduct independent research on external tools and systems.

• Positive growth mindset along with the willingness to give and receive feedback.

• Eagerness to contribute to a diverse and inclusive team environment.

• Ability to provide a consistent schedule for user assistance.

• Must be based in the U.S. and not currently enrolled as a student.

• Must be available to work 40 hours per week during Monday–Friday business hours.

• Bonus: Experience with Zendesk.

• Bonus: Courses, majors, or certifications in Programming, IT, data analysis, or computer science.

• Bonus: Familiarity with AI tools or experience in building lightweight automations.

• Bonus: Experience in EdTech, higher education, customer service, leadership, or enterprise SaaS customer support.

• Bonus: Relevant experience in cross-functional communication or partnerships.

🏝️ Benefits

• 6-month contract with the potential for extension or conversion to a permanent Support Specialist position upon evaluation.

• Opportunity to collaborate with leading AI lab researchers, Fortune 500 partners, and prestigious educational institutions.

• Chance to contribute to Handshake’s mission of democratizing opportunity.

• Take-home test may incorporate the use of AI tools.

• Future contact regarding job opportunities for up to 24 months (with consent).