Tier 2 EdTech Customer Support Agent - Remote

ParentSquare, Inc.; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Employer-matched 401K from day 1

Stock options

Health + wellness reimbursements

PTO increases yearly

15 paid holidays

Job summary

ParentSquare, Inc. is seeking a Tier 2 Customer Support Agent to resolve complex issues across email, chat, and phone. You will leverage Zendesk and Jira to document and track escalations while delivering empathetic, high-quality service to teachers, parents, and administrators.

As a remote team member, you will help maintain knowledge of all features and contribute to improving support processes. This role emphasizes reliability, collaboration, and a passion for student success.

Qualifications

• 2+ years of customer or technical support experience, preferably in EdTech, K-12, or SaaS.
• Experience with ticketing systems such as Zendesk and Jira is highly valued.
• Strong written and verbal communication with empathy and attention to detail.

Responsibilities

• Answer emails, live chats, and phone calls, focusing on Tier 2 escalations and complex troubleshooting.
• Clarify customer needs, identify root causes, apply technical solutions, and follow up for complete resolution.
• Use Zendesk Agent Co-Pilot and record accurate notes in the ticket system.
• Create Jira issue templates for bugs or edge cases to share with engineering.
• Monitor support queues and handle overflow across channels as needed.
• Keep deep knowledge of all ParentSquare features to educate customers and support internal teams.
• Collect actionable customer feedback for Product, Success, and leadership.
• Contribute to internal docs, help articles, and feature testing.

Skills

Customer support

Zendesk

Jira

Communication

Time management

Tools

Zendesk

Jira

Job description

ParentSquare, Inc. is seeking a Tier 2 Customer Support Agent to resolve complex issues across email, chat, and phone. You will leverage Zendesk and Jira to document and track escalations while delivering empathetic, high-quality service to teachers, parents, and administrators.

As a remote team member, you will help maintain knowledge of all features and contribute to improving support processes. This role emphasizes reliability, collaboration, and a passion for student success.