Customer Support Agent
Job Summary
To provide exceptional customer support, the full-time remote Customer Support Agent will manage Tier 2 escalations, troubleshoot complex product issues, and utilize support tools while ensuring a positive customer experience.
Key responsibilities:
- Answer incoming emails, live chats, and phone calls, focusing on Tier 2 escalations and advanced troubleshooting
- Resolve complex product or service issues by identifying root causes and executing technical solutions
- Utilize Zendesk for ticket management and maintain up-to-date knowledge of all ParentSquare features
Required qualifications:
- 2+ years of customer support or technical support experience, preferably in EdTech, K-12, or SaaS
- Experience with ticketing systems, particularly Zendesk and Jira
- Familiarity with technical integrations and Student Information Systems (SIS)
- Proven ability to handle high-volume support requests across multiple channels
- Flexibility to work varied schedules, including early mornings, evenings, or weekends as needed
Complete Job Description
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