Remote SaaS Customer Support Analyst

Socket.dev; Washington (District of Columbia); Hybrid; USD 61,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k) match

Unlimited PTO

Flexible work environment

Job summary

The News Literacy Project is seeking a Customer Support Analyst to provide empathetic, expert support to educators and school/district users. You will own issues from triage to resolution, troubleshoot technical and account-related problems, and contribute to knowledge base content and onboarding materials for Checkology.

You will work remotely within the United States, coordinating with the Director of District Success and NLP’s engineering team to deliver timely, accurate solutions that

Qualifications

• Three or more years of customer-facing SaaS support, preferably in K-12 education tech.
• Experience investigating web-application or data issues, and coordinating with engineering.
• Ability to use browser-based tools, dashboards and data queries for troubleshooting.
• Experience using and optimizing Zendesk to support processes.
• Ability to explain technical information to non-technical users and create docs.
• Comfort working independently and in a remote/distributed environment.

Responsibilities

• Provide empathetic, accurate support to educators via Zendesk, email, chat and meetings.
• Own issues from initial contact through resolution with ongoing communication.
• Investigate and troubleshoot technical/account issues; document and escalate as needed.
• Test fixes and clearly communicate resolutions to users.
• Create clear help-center articles, FAQs, and onboarding materials for Checkology.
• Maintain accurate records, meet SLAs, and escalate complex requests as needed.

Skills

SaaS customer support

K-12 education experience

Technical troubleshooting

Zendesk administration

Documentation & tutorials

Remote / distributed work

Tools

Zendesk

Checkology platform

Job description

The News Literacy Project is seeking a Customer Support Analyst to provide empathetic, expert support to educators and school/district users. You will own issues from triage to resolution, troubleshoot technical and account-related problems, and contribute to knowledge base content and onboarding materials for Checkology.

You will work remotely within the United States, coordinating with the Director of District Success and NLP’s engineering team to deliver timely, accurate solutions that