Technical Support Associate
Job Summary
To support the Customer Experience Team, the contract Technical Support Associate will remotely manage student technical concern tickets related to audio and video issues during live tutoring sessions, ensuring smooth instruction for tutors and students.
Key responsibilities
- Serve as the first point of contact for technical concern tickets submitted by tutors, focusing on audio/video issues in Lessonspace
- Triage and resolve tickets in HubSpot's Help Desk, performing basic Level 1 troubleshooting and escalating complex cases as needed
- Communicate professionally and empathetically with tutors and school partners, ensuring adherence to established service level agreements (SLAs)
Required qualifications
- 1+ year of experience in a technical support or customer support role, or equivalent experience
- Familiarity with troubleshooting audio/video and connectivity issues in virtual environments; experience with Lessonspace is a plus
- Experience using HubSpot or a comparable CRM/help desk platform
- Strong written communication skills with a friendly and professional tone
- Ability to manage multiple tickets simultaneously with exceptional attention to detail and organizational skills
Complete Job Description
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