Senior Support Analyst

Job Summary

A company is looking for a Senior Customer Support Analyst to provide advanced technical support and mentorship within a remote customer support team.

Key Responsibilities

• Solve complex technical issues for both Kami and Book Creator that frontline analysts cannot resolve
• Act as the primary expert for the support desk, handling technical escalations and leading customer troubleshooting calls
• Deliver training and mentorship to support analysts to enhance their diagnostic skills and improve resolution rates

Required Qualifications

• 3+ years of experience in a customer support or technical analyst role within a SaaS or EdTech environment
• Advanced technical aptitude with experience in troubleshooting software issues and using help desk tools
• Demonstrated ability to mentor or lead others with a patient and empathetic approach
• Experience with US K-12 and Higher Education customers is highly desirable
• A proactive mindset, capable of managing high-pressure escalations while supporting a distributed team