Customer Support, Associate B ( Specialist)

You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.

Key Responsibilities

• Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.
• Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.
• Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance
• Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.
• Participate in after-hours support rotations based on product, region, or team requirements.
• Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.
• Analyze case trends and categorize incidents to identify root causes and inform product improvements.
• Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.
• Stay current on product updates, new features, and industry best practices to provide informed support.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Embrace change and contribute to continuous improvement initiatives within the support organization.

Qualifications

• Hands-on experience in Technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).
• Excellent written and verbal communication skills.
• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
• Customer-first mindset with a commitment to delivering exceptional service.
• Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.
• High school diploma required; additional technical certifications or coursework are a plus.
• Experience with one or more of the following:
• Educational or professional experience in troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.
• General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
• Prior experience in a technical support environment, especially supporting educational software, parents, or K12 schools.
• Familiarity with the North American education system.
• College degree in Accounting or Finance, or hands-on experience in bookkeeping.
• Proven technical troubleshooting experience in a customer-facing role.
• Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.
• Understanding of APIs (Application Programming Interfaces) and their role in system integrations.
• Experience in troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.
• Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.