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Technical Support Analyst
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Job Description
- Req#: 4591821007
Employer Industry: Education Technology
Why consider this job opportunity:
- Salary up to $74,000 base salary, plus equity
- Generous stock options in a Series A stage startup
- Flexible, outcome-based culture that values creativity and ownership
- Comprehensive benefits package including medical, dental, vision, and life insurance
- Opportunity to build and lead a team critical to the organization's growth
- Annual international retreats in beautiful cities and towns
What to Expect (Job Responsibilities):
- Manage and respond to over 500 support tickets monthly while maintaining a 90%+ individual customer satisfaction (CSAT) rating
- Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
- Independently resolve 70% of common issues without escalation
- Collaborate with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
- Work closely with the Engineering team to escalate and resolve bugs and urgent technical issues
What is Required (Qualifications):
- Minimum of 2 years of customer service experience
- Bachelor's degree
- Experience with education technology, student information systems, or similar SaaS customer support in B2B and B2C environments
- Proficiency in using support ticketing systems
- Strong troubleshooting and analytical abilities, along with excellent written and verbal communication skills
How to Stand Out (Preferred Qualifications):
- Experience in a technical support role within the education sector
- Ability to manage multiple priorities and autonomously prioritize tasks
- Strong cross-functional expertise, engaging with engineering, customer success, and product management teams
#EducationTechnology #CustomerSupport #CareerOpportunity #FlexibleWork #StartupCulture
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