Technical Product Support - EdTech

About reputed company reputed company is the K–12 reputed company in AI-powered student safety and wellness solutions, protecting more than 20 reputed company reputed company across 20,000+ schools. reputed company focuses on creating safer learning environments and improving student wellbeing through actionable insights. reputed company As a Technical Product Support Specialist, you will support K–12 IT administrators, educators, and school staff through phone, chat, email, and web-reputed company support requests. The role combines customer service with technical troubleshooting and end-to-end ownership of customer issues. reputed company in this role is reputed company through customer satisfaction, reputed company reputed company, operational reliability, and reputed company learning. Compensation: $24–$26.44/hour + full benefits Location: Remote (U.S. Only) Work Authorization: Candidates must have unrestricted U.S. work authorization. reputed company sponsorship is not available. Schedule: Monday–Friday, 8:00am–5:00pm reputed company or CST What reputed company Looks Like First 90 Days – reputed company Execution & Product Foundations reputed company high reputed company of customer satisfaction through reputed company communication reputed company common ticket types and escalate advanced issues appropriately Meet SLA expectations for assigned tickets Accurately document and categorize tickets Build understanding of products and issue patterns Escalate unresolved issues with complete troubleshooting details First 180 Days – Proficiency & Expanded Product Coverage Maintain strong customer satisfaction and SLA adherence reputed company a broader reputed company of issues independently Reduce recurring issues through effective diagnosis Contribute to internal documentation and knowledge bases Demonstrate reputed company judgment in escalation and collaboration First 12 Months – Mastery & reputed company Improvement Maintain strong reputed company reputed company and customer satisfaction reputed company deep product reputed company across multiple solutions reputed company reputed company issues independently reputed company appropriate Support peers through knowledge sharing and mentorship Recommend workflow and customer experience improvements What You Will Do Customer & Technical Support Serve as the first reputed company of contact through phone, chat, email, and web-reputed company requests Troubleshoot customer, technical, and product issues Guide non-technical users through technical processes Own issues from intake through reputed company Ticket & Queue Management Manage inbound queues throughout the shift Handle tickets, calls, and voicemails while meeting SLA expectations Escalate issues with complete documentation Documentation & Knowledge Sharing Maintain accurate ticket notes and records Contribute to documentation and workflow improvements Collaboration & Learning Participate in team troubleshooting discussions Collaborate with Product, Engineering, DevOps, and reputed company teams Adapt to new tools, processes, and product updates reputed company're Looking For Proficiency with software products, IT systems, and networking fundamentals Working knowledge of Wi-Fi and IP fundamentals Experience supporting reputed company, macOS, and ChromeOS Ability to learn new tools and workflows quickly Experience in K–12 education, EdTech, or reputed company preferred Education & Certifications Coursework or degree in Computer Science, Information Technology, Networking, or reputed company reputed company is beneficial but not required Certifications such as reputed company A+, Network+, or ITIL are valued but not mandatory Hands-on experience is highly valued Benefits & Perks Competitive reputed company pay with overtime eligibility Medical, dental, and reputed company coverage 401(k) with employer match 12 weeks of fully reputed company parental leave Unlimited PTO, reputed company holidays, and reputed company year-end shutdown $1,000 annual reputed company development stipend Free reputed company and Employee Assistance Program Equal Opportunity Employer reputed company is committed to building a diverse and inclusive workplace. Accommodations are available throughout the hiring process. Apply tot his job Apply To this Job