Remote Contract Support Specialist (Enterprise SaaS)

Handshake; Hartford (CT); Remote; USD 34,000 - 55,000; Full time

Benefits offered by this job

ZenDesk experience

AI tools experience

EdTech or Higher Ed background

Contract role

Job summary

Handshake is seeking a Support Specialist, Contractor to assist employer, student, and career services users with complex technical inquiries. The role is a 6‑month contract with potential extension or conversion to a permanent position based on fit and business needs.

You’ll work closely with the Support Team to deliver timely, accurate guidance, diagnose issues, and maintain a high level of customer satisfaction across diverse user segments.

Qualifications

• Ability to learn technical tools quickly.
• Comfort with change and ambiguity in a startup environment.
• Excellent verbal and written communication to diverse users.
• High accountability and integrity in processes and metrics.

Responsibilities

• Provide email, phone, and video support to Handshake users with high technical complexity.
• Handle 20–30 email tickets daily and ~10 calls within a 4‑hour shift.
• Collaborate with Support, Success, Product, and Engineering teams to unblock users.
• Share trends and insights to improve customer experience and team workflows.
• Maintain prompt response and resolution times with consistent queue balance.
• Contribute as a trusted consultant for Handshake platform users.

Skills

Technical Aptitude

Resilience

Teamwork

Communication

Results oriented

Growth mindset

Diversity & Inclusion

EQ

Critical Thinking

Expertise & Curiosity

Job description

Handshake is seeking a Support Specialist, Contractor to assist employer, student, and career services users with complex technical inquiries. The role is a 6‑month contract with potential extension or conversion to a permanent position based on fit and business needs.

You’ll work closely with the Support Team to deliver timely, accurate guidance, diagnose issues, and maintain a high level of customer satisfaction across diverse user segments.