Technical Product Support Specialist

Job Summary

As a full-time Technical Product Support Specialist working remotely, the successful candidate will provide frontline support to K-12 IT administrators, educators, and school staff by troubleshooting and resolving technical and non-technical issues via phone, chat, email, and web-based requests, ensuring high levels of customer satisfaction and operational reliability.

Key responsibilities

• Serve as the first point of contact for customer support, troubleshooting common technical and product issues
• Manage ticket queues effectively, ensuring timely resolution and adherence to service level agreements (SLAs)
• Contribute to internal documentation and knowledge sharing to enhance team efficiency and customer experience

Required qualifications

• Proficiency with software products, IT systems, and foundational networking concepts
• Experience in customer-facing technical support, IT support, or a similar role, ideally within K-12 education or EdTech
• Familiarity with Windows, macOS, and ChromeOS environments
• Ability to learn new tools and platforms in a fast-paced environment
• Hands-on experience is prioritized over formal education or certifications, although coursework in related fields is beneficial