Remote Tier 2 Escalation Support Specialist - EdTech

TrulyHired

Philadelphia (Philadelphia County)

On-site

USD 37,195,000 - 39,950,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

401K retirement savings (employer-matc

Paid Parental Leave

Stock options

Health + wellness reimbursements

PTO increases annually

15 paid holidays

Job summary

ParentSquare is seeking a Customer Support Agent (Tier 2) for a fully remote role in the United States. You’ll handle escalations across email, chat, and phone, troubleshoot complex issues, and document interactions in Zendesk.

You’ll work with Jira for bug reporting and help improve product support while mentoring peers and driving continuous improvement. The ideal candidate has 2+ years in customer or technical support, experience with Zendesk and Jira, and familiarity with integrations

Qualifications

2+ years of customer support or technical support experience (EdTech, K-12, or SaaS preferred).
Experience with ticketing systems (Zendesk and Jira is a plus).
Familiarity with technical integrations, data flows (SFTP, API) or SIS.
Strong written and verbal communication with a warm, empathetic tone.

Responsibilities

Answer incoming emails, live chats, and phone calls with a focus on Tier 2 escalations.
Resolve advanced product or service problems and follow up to ensure resolution.
Use Zendesk Agent Co-Pilot and document notes in the ticketing system.
File Jira issue templates to surface bugs or edge cases to engineering.
Monitor support queues and handle overflow as needed.
Maintain deep knowledge of all features to educate customers and support internal teams.
Collect and share actionable customer feedback with Product and leadership.
Assist with internal docs, help articles, and testing for new features.