Technical Support Associate – Contractor

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

📋 Description

• Act as the primary point of contact for technical concerns reported by students, focusing mainly on audio and video issues within Lessonspace.

• Categorize incoming tickets in HubSpot's Help Desk and direct or escalate them to the relevant internal team.

• Conduct basic Level 1 troubleshooting for connectivity, audio, and video challenges.

• Utilize HubSpot macros and AI-assisted drafting to provide clear, precise, and personalized responses.

• Engage professionally and warmly with tutors and school partners.

• Achieve or surpass Service Level Agreements (SLAs), including first response time, first resolution time, and Customer Satisfaction (CSAT) targets.

• Escalate and continue managing cases that necessitate Level 2 or Support Engineer involvement.

• Develop a comprehensive understanding of the Ignite Reading Platform, Lessonspace, and associated partner tools.

• Assist in creating knowledge base articles, macros, and troubleshooting guides.

⛳️ Requirements

• Over 1 year of experience in a technical support or customer support capacity, or equivalent experience assisting customers.

• Proven experience in supporting customers via tickets, email, chat, and screen sharing.

• Proficient in troubleshooting audio, video, and connectivity issues in virtual or web-based settings.

• Familiarity with Lessonspace or similar virtual classroom platforms is advantageous.

• Preferred experience with HubSpot or a similar CRM/help desk system.

• Excellent written communication skills with a friendly, empathetic, and professional tone.

• Outstanding attention to detail and organizational capabilities; able to handle multiple tickets at once.

• Comfortable using AI-assisted workflows while ensuring quality standards and accountability for customer results.

• Self-motivated and dependable in a completely remote work environment.

• Strong preference for familiarity with Ignite Reading's program; current or former Ignite Reading tutors are especially encouraged to apply.

• Must be capable of working as an independent contractor (1099).

🏝️ Benefits

• Opportunity for contract extension based on business requirements and performance.

• Fully remote work setup.

• Approximately 30 hours of work per week.

• Clear compensation structure with no negotiation required.

• Equal opportunity employer.

• Diverse and inclusive workplace culture.