Temporary Customer Support Specialist

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

📋 Description

• Promptly respond to support inquiries, including technical client questions, issue triage, and requests for assistance via phone, email, tickets, or chat in a professional manner.

• Provide product support to clients.

• Troubleshoot, analyze, and report product errors, failures, or malfunctions to the product team.

• Maintain a comprehensive record of client interactions and transactions, including valuable comments and feedback, in accordance with standard operating procedures.

• Develop and sustain an up-to-date knowledge of the current products and services offered by TeachTown.

• Investigate and resolve reported application issues, providing root cause analysis.

• Effectively communicate timely updates to customers through the appropriate incident tracking tools.

• Build and maintain knowledge of the database backend, integrations, and business processes to aid in technical issue investigation and resolution.

• Assist in creating technical documentation, including Knowledge Base articles.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 2 years of successful experience in a support or customer service role, ideally within SaaS or educational technology.

• Over 2 years of experience providing software support in a corporate environment.

• Proficient in remote service tools and help desk software.

• Demonstrated knowledge of customer relationship management best practices.

• Strong analytical and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Proven track record of effectively managing multiple assignments with a sense of urgency, structure, and attention to detail.

• Experience working both independently and as part of a team, with the ability to communicate at all levels within the organization.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and development.

• Flexible work hours and remote work options.

• A supportive and inclusive company culture.