Contract Enterprise Support Specialist

Handshake; New Mexico; Remote; USD 30,000 - 50,000; Full time

Job summary

Handshake is seeking a Support Specialist, Contractor to provide technical enterprise support to employers, students, and career services users. The role focuses on strategic email, phone, and video consultation, handling tickets and complex workflows at scale.

You will work with the Support Team to unblock users, share insights with Product and Engineering, and improve the overall user experience in Handshake’s platform.

Qualifications

• Ability to learn technical tools and concepts quickly.
• Excellent verbal and written communication, with the ability to explain complex topics simply.
• Strong collaboration with teammates and cross-functional partners.
• Resourceful troubleshooting across a range of customer questions, bugs, and workflows.

Responsibilities

• Contribute 40 hours per week during business hours, primarily via email and phone support.
• Resolve questions, bugs, feedback, and inquiries (ticket/phone); daily email tickets ~20–30 and ~10 calls in a 4-hour shift.
• Attend team meetings (1–3 per week) and complete administrative tasks (emails, announcements, training).
• Unblock users, share trends with Support, Success, and Product teams, and improve the Handshake experience.
• Use internal tools and demos to find quality answers and maintain high response and resolution times.
• Flex across support queues (Trust & Safety, Handshake AI) as needed and act as a support specialist and consultant.

Skills

Technical aptitude

Communication

Teamwork

Problem solving

Customer service

Job description

Handshake is seeking a Support Specialist, Contractor to provide technical enterprise support to employers, students, and career services users. The role focuses on strategic email, phone, and video consultation, handling tickets and complex workflows at scale.

You will work with the Support Team to unblock users, share insights with Product and Engineering, and improve the overall user experience in Handshake’s platform.