Seasonal Tier 1 Tech Support Agent
About the position This role involves supporting teachers, administrators, students, and parents using education tools, balancing technical troubleshooting with great customer care. The ideal candidate enjoys helping people, figuring things out, listening closely, understanding needs, and guiding users to solutions clearly and approachably. Comfort with step-by-step problem-solving, asking the right questions, and finding the best path forward is essential. The role requires staying calm under pressure, keeping details organized, and ensuring every interaction is handled thoughtfully and accurately. A formal IT background is not required; strong communication, critical thinking, and a focus on positive customer experiences are most important, along with contributing to ongoing support improvements.
Responsibilities
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Tracks call-related information for auditing and reporting purposes
- Provides feedback reports on call issues related to downtime and/or training issues
- Upsells to customers as necessary
Requirements
- Ability to communicate well
- Ability to think critically
- Ability to make each experience a positive one
Nice-to-haves
- Formal IT background is not required
Benefits
- Top Place to Work environment