Technical Support Specialist

ESS; Portland (MI); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Health insurance

401(k)

Nine paid holidays

PTO

Opportunity for growth

Job summary

ESS seeks Tier 1 Support Specialists for its Portland, MI office to provide exceptional service via phone, chat, and email to school districts and staff. You will triage inquiries, update data in willSub®, and escalate when needed, while helping design training and curriculums.

Qualified candidates have at least 1 year in customer service or software support, strong communication, and proficiency with MS Office. Growth opportunities and comprehensive benefits are offered.

Qualifications

• Minimum 1 year of customer service, software support or high-volume call center experience.
• Excellent oral and written communication, interpersonal and teamwork skills.
• Proficiency with Microsoft Office (Word/Excel) and data entry accuracy.

Responsibilities

• Answer incoming calls, emails, and chats; triage inquiries and route to Tier 2 or appropriate department.
• Update and manage data in willSub®.
• Handle feature requests and identify business needs for support.
• Take ownership to troubleshoot and resolve low-level issues in a single interaction.
• Escalate complex requests to Tier 2 for timely resolution.
• Compile and distribute reports for client contacts.
• Manage support tickets with priority assessment and proper escalation.
• Deliver informal training to customers and staff.
• Assist in curriculum and training module development.
• Perform other duties as assigned.

Skills

Customer service

Communication

Data entry

Microsoft Excel

Microsoft Word

Teamwork

Multi-tasking

Attention to detail

Education

High school diploma or GED

Tools

CRM software

Job description

At ESS our motto is, “Every day counts!” We take opportunities every day to grow and better our company as well as our employees.

OVERVIEW

We are seeking Tier 1 Support Specialists in our Portland, MI Midwest Regional office. The successful candidate will be responsible for providing exceptional service, telephone, chat and email support to our partnering school districts and our employees assigned to those districts. The rapid growth and expansion of our business is causing a need for a new generation of Support Specialists to provide world‑class services to our clients.

Essential Duties & Responsibilities

• Answer incoming calls, support emails, and live chats with professionalism; triage client and employee inquiries with minimal supervision to provide solutions, elevate to Tier 2, or pass to correct department in a timely manner.
• Updating and manipulating data in willSub®.
• Manage inbound feature requests, identify business needs and support.
• Demonstrate functional skill to take ownership, troubleshoot and resolve low level support requests in a single customer interaction to maximize customer experience in an organized and efficient manner.
• Escalate complex support requests to Tier 2, to ensure timely resolution.
• Compiling reports for designated client contacts.
• Manage support tickets proficiently by assessing ticket priority and escalating as necessary through proper channels.
• Deliver informal training to customers and fellow employees.
• Assist in the design and development of curriculums & training modules/courses.
• Other duties as assigned.

Qualifications

• A minimum of 1-year customer service, software support or high‑volume call center experience preferred
• Excellent oral and written communication, interpersonal and teamwork skills
• Ability to thrive in a fast‑paced, rapidly changing environment
• Demonstrate a high level of accuracy in data entry
• Proficiency in Microsoft Office Word and Excel
• Strong interpersonal skills and the ability to work individually and in a team environment
• Ability to multi‑task and perform effectively under pressure
• Ability to prioritize and organize workflow
• Must be a self‑starter and seek understanding of our systems, as well as any new features or updates as they are released
• Ability to work in a fast‑paced setting with attention to detail and follow‑up

Ess Advantages

• Health insurance (medical, dental, vision, life, and disability)
• 401(k)
• Nine paid holidays
• PTO
• Opportunity for growth

About ESS & Employment Information

ESS specializes in placing qualified K–12 personnel in daily, long‑term, and permanent school district positions, including substitute teachers, aides, and other school support staff. With more than 900 school district partners nationwide, ESS supports over 5.5 million students each day. Since 2000, ESS has helped improve student achievement while providing meaningful opportunities for passionate educators through flexible schedules, comprehensive training, benefits, and ongoing professional development. Learn more at ESS.com.

Physical Requirements & Work Environment

Physical requirements may vary by assignment and location and may include sitting, standing, walking, and regular use of hands and arms. Close vision may be required for computer and detail‑oriented work. Work is typically performed in a moderate‑noise environment, such as an office or school setting.

Equal Opportunity & Employment Eligibility

ESS is committed to fostering a diverse, inclusive, and respectful workplace where all employees can succeed. ESS is an Equal Opportunity Employer and E-Verify employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law. ESS does not participate in the Optional Practical Training (OPT) or STEM OPT extension programs and is unable to employ individuals whose work authorization is based solely on OPT or STEM OPT.