Technical Support Associate

Indiaabroad2; San Francisco (CA); Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a dedicated Technical Support Specialist to join their dynamic Customer Experience Team. In this role, you will be the first line of support for district and school partners, ensuring they receive timely assistance to maintain smooth operations of the Ignite Reading program. Your problem-solving skills and technical expertise will be crucial as you troubleshoot issues via various communication channels, including chat and email. This position offers the chance to work in a fast-paced, collaborative environment where your contributions directly impact the success of students' educational journeys. If you are passionate about customer success and technology, this opportunity is perfect for you.

Qualifications

• 1+ year in Technical Support role providing customer support.
• Experience supporting customers through chat, email, and screen shares.

Responsibilities

• Triage cases and troubleshoot tier one support for partners.
• Manage cases requiring support from Level 2 or Support Engineers.
• Contribute to knowledge base articles for self-service.

Skills

Attention to Detail

Communication

Customer Experience

Customer Support

Troubleshooting

Technical Support

Information Technology

Presentations

Support Engineers

Functionality

Tools

CRM platform

Job description

Only 33% of U.S. fourth graders and 31% of eighth graders are reading at grade level (according to National Assessment of Educational Progress reading assessment scores). Ignite Reading is on a mission to fix this. Ignite Reading delivers one-to-one virtual tutoring that teaches K–8th graders the foundational skills they need to become confident, fluent readers. We pair developing readers with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes decoding gaps. Students across all demographics achieve the same outstanding results, including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch. After 14 weeks of tutoring with Ignite Reading, students whose composite score was at or above benchmark on the DIBELS assessment grew from 11% to 45%.* By ensuring all students master the foundational skills to fluently read any word, Ignite Reading empowers them to move forward and unlock everything school and life have to offer. "Ignite Reading is one of the most, if not the most, successful interventions we have implemented in our district. The student results and program design are indisputable." - Claudia Salvestrin, Assistant Superintendent, Red Bluff Union Elementary School District, CA *Source: Study conducted by American Institutes for Research of K–3rd graders in six school districts in Massachusetts

Skills:

• Attention to Detail
• Communication
• Customer Experience
• Customer Support
• Functionality
• Information Technology
• Presentations
• Support Engineers
• Technical Support
• Troubleshooting

As a key member of our fast-growing and high-performing Customer Experience Team, reporting to the Manager, Technical Support, you will be our leading edge help to ensure our district and school partners promptly receive the support they need to keep day-to-day Ignite Reading program operations in their school buildings running flawlessly.

This role is ideal for those who are true problem-solvers, champions of customer success and are skilled at solving technical issues in an approachable and understandable fashion. On a daily basis, you will be responsible for troubleshooting some of the most technical issues for our clients via our CRM platform which could include customer communication channels such as tickets/cases, emails, and chats. You may also virtually meet with the customers.

Responsibilities include:

• Triage cases and assign to appropriate internal teams
• Troubleshoot tier one support cases for district and school partners
• Address general questions and execute requests from district and school partners that can be quickly addressed by the Technical Support Team
• Escalate, but still manage, cases that require support from Level 2 or Support Engineers
• Adhere to your individual metrics, such as response times or # of cases completed, set by Ignite Reading
• Build a deep comprehension of the Ignite Reading Platform; plus, how the platform integrates with our major partners
• Participate in internal UAT of the Ignite Reading Platform, as needed, in collaboration with the Product and Engineering teams
• Contribute to knowledge base articles and training materials to enable district and school partners to self-serve

Minimum Requirements:

• 1+ year(s) in a Technical Support role providing customer support
• 1+ year(s) of experience supporting customers through a variety of contact channels including chat, email, and screen shares
• Able to keep up with the Ignite Reading Platform and understand the latest in features/functionality
• Previous experience in a start-up or hyper-growth environment preferred
• Previous experience working with partners in K-12 education preferred
• Enthusiastic personality with superior communication, presentation, and interpersonal skills
• Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple projects simultaneously
• Collaborative team player
• A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands
• Ability to be disciplined yet flexible while working in a remote environment

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