Technical Support Specialist, AP Classroom User Support

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

📋 Description

• Assess and prioritize incoming support requests from students, educators, and school administrators via Salesforce.

• Review, modify, and categorize cases with relevant issue descriptors, documenting interactions for precise case management reporting.

• Stay updated on AP Classroom features and platform enhancements.

• Seek additional information from customers as necessary.

• Deliver accurate and thorough email responses, utilizing templates when applicable.

• Investigate reported issues and concerns using customer data and platform expertise.

• Provide solutions or process bug and enhancement requests as needed.

• Manage case statuses and follow up with customers concerning functional and technical challenges.

• Collaborate with Product team members via Slack regarding widespread or significant issues.

• Generate Jira tickets for bugs and enhancement requests when suitable.

• Supply detailed escalation information to development teams.

• Monitor bugs and follow up with customers post-resolution.

• Escalate inquiries related to course content to curriculum domain experts.

⛳️ Requirements

• Experience in software customer support.

• Background in handling online customer inquiries, including managing high-volume seasonal support demands and support case management processes.

• Proficient in using Salesforce for case management, case lists, reports, and email template creation/utilization.

• Excellent written communication skills.

• Strong organizational abilities with a process-oriented approach.

• Capacity to prioritize multiple competing support requests.

• Ability to track and articulate complex issues, manage case statuses by priority, and drive issues to resolution.

• Strong analytical thinking and structured problem-solving capabilities.

• Proficient in investigating root causes and relating customer reports to platform knowledge.

• Capability to work independently with minimal supervision in a small team setting.

• Quick learner with the ability to navigate feature-rich applications and unfamiliar tools efficiently.

• Clear and concise written and verbal communication skills.

• Enthusiasm and curiosity for emerging technologies, including AI-driven solutions and new digital tools.

• Authorized to work in the United States.

🏝️ Benefits

• Fully remote or hybrid options available for employees residing near College Board offices.

• Meaningful career opportunities within a supportive team.

• Comprehensive compensation and benefits package.

• Salaries adjusted based on location.

• Open conversations regarding compensation and benefits throughout the hiring process.