Technical Product Support Specialist

Job Summary

As a full-time Technical Product Support Specialist working remotely, the candidate will provide frontline support to K-12 IT administrators, educators, and school staff, managing customer issues from intake through resolution while ensuring high levels of customer satisfaction and operational reliability.

Key responsibilities

• Serve as the first point of contact for customer support via phone, chat, email, and web-based requests, troubleshooting and resolving technical issues
• Actively manage the inbound ticket queue, ensuring timely responses and adherence to service level expectations
• Maintain accurate documentation of customer interactions and contribute to internal knowledge resources for improved team efficiency

Required qualifications

• Proficiency with software products, IT systems, and foundational networking concepts, including troubleshooting across common networking layers
• Hands-on experience in a customer-facing technical support or IT support role, typically over one or more years
• Experience supporting Windows, macOS, and ChromeOS environments
• Familiarity with K-12 education, EdTech, or SaaS environments is strongly preferred
• Ability to learn new tools and workflows quickly in a fast-changing environment