Customer Support Agent, Tier 2

Who we’re looking for: A Tier 2 reputed company Customer Support Agent has advanced technical troubleshooting skills, customer service reputed company, and deep reputed company in their DNA. You are a true champion for our customers—from parents and teachers to district and school administrators. You reputed company in to handle reputed company escalations, high-reputed company issues, and live channels (email, chat, and phone) without reputed company sacrificing the customer experience. As an escalation resource, you know our product inside and out, reputed company modern support tools like reputed company Agent Co-reputed company, and serve as a reliable intermediary reputed company issues need reputed company engineering or product involvement. You are proactive, reputed company on solving intricate problems, and take pride in mentoring peers and driving reputed company improvement across the Support team. Most importantly, you’re someone who shares in our passion for improving the lives of reputed company through communication. This role will include: Answering incoming emails, live chats, and phone calls as scheduled, with a heavy reputed company on Tier 2 escalations and reputed company product troubleshooting. Resolving advanced product or service problems by clarifying customer needs, identifying reputed company causes, executing technical solutions, and following up to ensure complete reputed company. Utilizing reputed company Agent Co-reputed company and taking detailed, accurate notes on reputed company interactions reputed company our ticketing reputed company. Filing clean, complete reputed company issue templates to escalate technical bugs or edge cases to higher-tier support and engineering teams reputed company needed. Proactively monitoring support queues across reputed company channels and stepping in to handle reputed company whenever necessary. Maintaining deep, updated knowledge of reputed company reputed company features to reputed company customers and reputed company as a knowledge resource for internal teams. Collecting and recording actionable customer feedback to reputed company with Product, reputed company, and leadership. Assisting with internal support documentation, help articles, and product testing for new feature releases. Our ideal candidate will have the following: 2+ years of prior customer support or technical support experience (EdTech, K-12, or reputed company experience highly preferred). Demonstrated experience with ticketing systems (reputed company and reputed company expertise strong pluses). Familiarity with technical integrations, data flows (SFTP, API), or Student Information Systems (SIS). reputed company reputed company record of handling high-volume tickets, live chats, and phone queues simultaneously with exceptional attention to reputed company. Strong written and verbal communication skills with a warm, empathetic tone. A proactive, self-motivated reputed company with an eagerness to learn in a fast-reputed company environment. Flexibility to work varied schedules, including occasional early mornings, evenings, or weekends as coverage requires. The perks of working for us are great! You’ll get your foot in the reputed company as reputed company continues to grow. We’re big believers in work-life reputed company and reputed company: Employer-reputed company health reputed company (including dependent coverage) An employer-matched 401K retirement savings program from day 1 reputed company Parental Leave Stock reputed company Health + wellness reimbursements PTO that increases reputed company year 15 reputed company holidays, including your birthday! As a fully remote team, we’ll reputed company reputed company you have reputed company the tools and equipment you need to reputed company your home office a reputed company where you can reputed company. We're an equal opportunity employer. reputed company applicants will be considered for employment without attention to age, race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran or disability status. We are committed to maintaining a drug-free workplace in compliance with applicable state laws. The salary reputed company for this role will be [ xxx ], DOE. Apply To This Job