Contract Support Specialist - Enterprise SaaS

Handshake; Connecticut; Remote; USD 34,000 - 44,000; Full time

Job summary

Handshake is seeking a Support Specialist, Contractor to assist employers, students, and career services users. The role involves highly technical troubleshooting, email, phone, and video support for diverse customers from small organizations to large brands.

The position is a 6-month contract with potential extension or conversion, requiring ~40 hours weekly during business hours and collaboration with multiple teams to improve customer experience.

Qualifications

• Location within listed U.S. states or remote work capability.
• Ability to learn technical tools and concepts quickly.
• Comfort with change and ambiguity in a growing startup.
• Excellent verbal and written communication skills.
• High level of self accountability and integrity for processes.
• Desire to help users build their careers and learn quickly.

Responsibilities

• Provide email and phone support to Handshake customers during business hours.
• Resolve questions, bugs, feedback, and general inquiries with careful handling.
• Maintain fast response and resolution times and fair queue ownership.
• Collaborate with Support, Success, Product, and Engineering teams.
• Use internal tools and demo environments to find quality answers for users.
• Attend team meetings and complete administrative tasks as assigned.

Skills

Technical aptitude

Customer support

Communication

Attention to detail

Problem solving

Growth mindset

Empathy

Cross-functional collaboration

Tools

Zendesk

Job description

Handshake is seeking a Support Specialist, Contractor to assist employers, students, and career services users. The role involves highly technical troubleshooting, email, phone, and video support for diverse customers from small organizations to large brands.

The position is a 6-month contract with potential extension or conversion, requiring ~40 hours weekly during business hours and collaboration with multiple teams to improve customer experience.