Technical Support Specialist

2 months ago

Remote, Oregon, United States NoRedInk Full time

It has never been more important that students around the world have the tools and support to learn through digital instruction. NoRedInk helps students become better writers in more than 60% of middle and high schools in the U.S. Our adaptive curriculum engages learners by personalizing exercises to their interests, guiding them step-by-step through the writing process, and boosting their skills through differentiated practice. We're relentlessly focused on helping all students harness the power of the written word.

Back-to-school is our busiest period, as millions of teachers and students get started using NoRedInk for the year. We're looking for an effective, efficient, and empathetic communicator to supplement our small full-time support team during this high-volume period. Working largely independently but with plenty of resources and team check-ins, you'll craft answers to customer emails and enable our users to have the best possible experience.

This temporary contract position lasts until October 27, involving 30-35 hours of work per week. Candidates should be available to work shifts between 8 am and 5 pm ET.

In this role, you will:

  • Provide ongoing support to teachers and students through our email-based ticketing system (Zendesk)
  • Become an expert on our product and serve as our customers' primary point of contact for troubleshooting and general product inquiries
  • Learn and follow NoRedInk's support guidelines and processes to work efficiently and effectively
  • Identify and escalate user bugs and pain points
  • Attend meetings with other Support team members to norm on and improve our delivery of customer support

About You

  • You have 1+ years of experience providing email-based customer support for a SaaS company
  • You're a skilled troubleshooter, able to thoughtfully problem solve, accurately diagnose issues, and thoroughly document information to help us eliminate user pain points
  • You have a strong interest in education and an ability to deeply empathize with teachers and students
  • You have extremely strong written communication skills
  • You're organized and attentive to detail
  • You're tech-savvy and familiar with a variety of operating systems, including Windows, Macintosh, Android, and iOS

Compensation: $30-32/hour

Why NoRedInk?

Our team members care deeply about our core values:

  • Put teachers and students first
  • Relentlessly improve
  • Invest in and take care of each other
  • Act with humility
  • Delight in our work

We work to model and promote these daily, helping to foster an environment that's fun, collaborative, and highly engaged. Check out our 2-minute pitch on NBC or read articles about us in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all.

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.

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