Enterprise Support Specialist - Contract

Handshake; New York (NY); Remote; USD 55,000 - 82,000; Full time

Job summary

Handshake is seeking a Support Specialist, Contractor to deliver expert email, phone, and video support to employer, student, and career services users. This 6‑month contract may extend or convert based on performance.

The role requires handling 20–30 email tickets and ~10 calls per day, with 40 hours weekly during business hours. You will troubleshoot complex issues, build strong customer relationships, and collaborate with Support, Success, and Product teams to improve our platform and

Qualifications

• Experience delivering email and phone support to diverse customers.
• Ability to troubleshoot technical issues and communicate solutions clearly.
• Strong collaboration with Support, Success, Product, and Engineering teams.

Responsibilities

• Provide strategic email, phone, and video support to Handshake users.
• Handle 20–30 email tickets and 10 phone calls daily during a 40-hour week.
• Resolve questions, bugs, and workflow issues with accuracy and empathy.
• Collaborate with internal teams to improve processes and customer experience.
• Maintain high-quality responses and fast resolution times.

Skills

Customer empathy

Email support

Phone support

Technical troubleshooting

Cross-functional collaboration

Tools

Zendesk

Help Center

CRM

Job description

Handshake is seeking a Support Specialist, Contractor to deliver expert email, phone, and video support to employer, student, and career services users. This 6‑month contract may extend or convert based on performance.

The role requires handling 20–30 email tickets and ~10 calls per day, with 40 hours weekly during business hours. You will troubleshoot complex issues, build strong customer relationships, and collaborate with Support, Success, and Product teams to improve our platform and