Support Application Specialist - Remote (United States)
18 hours ago
Job description
Who we're looking for:
A ParentSquare Support Application Specialist is a true champion for our customers, with customer service and empathy built into their DNA. You'll serve as the point of escalation for the support team and will be directly interacting with users across email, chat, and phone. You know our product inside and out, solving tickets quickly and efficiently without ever sacrificing the customer experience. When issues require escalation, you act as the intermediary to ensure no detail is missed.
Beyond direct support, you play a critical role in strengthening our customer support operations. You'll develop, implement, and maintain the policies, procedures, and software that empower our support teams to deliver consistently excellent service. By analyzing support interaction data, you'll identify opportunities for product improvements and collaborate cross-functionally to elevate the overall customer experience with ParentSquare and Remind. You'll also validate and manage escalations to ensure timely resolution.
Your work directly impacts our ability to grow, continuously improve, and provide the passionate, extra-mile support our customers deserve.
Most importantly, you're someone who shares in our passion for improving the lives of students through communication.
This role will include:
- Application & Agent Support
- Provide Tier 3 agent and application support, including troubleshooting software applications, answering questions, and providing guidance to promote efficient use.
- Resolve support issues quickly and efficiently, clarifying customer needs and identifying the best solutions while ensuring a positive experience.
- Maintain updated knowledge of all company products and services to effectively educate and assist customers.
- Take detailed notes of customer interactions in the ticketing system to ensure accurate records and follow-up.
- Escalate tickets to integration services or engineering teams when issues cannot be resolved directly.
- Incident, Problem & Change Management
- Identify, record, prioritize, investigate, and resolve incidents and problems to ensure service continuity.
- Coordinate and document changes or updates to support applications, including planning, testing, and implementation to safeguard functionality and performance.
- Work closely with engineering to manage SIS migrations and related projects.
- Release & Process Management
- Manage product releases, including planning, coordinating, and communicating activities to support teams for smooth transitions.
- Monitor and maintain support processes, macros, and tools to ensure efficiency and accuracy.
- Data & Insights
- Generate reports and analyze data regarding application usage, performance, incidents, and processes to identify trends and improvement opportunities.
- Collect and record customer feedback, sharing insights with cross-functional teams for continuous improvement.
- Cross-Functional Collaboration
- Partner with development, infrastructure, integration services, sales, and security teams, as well as business stakeholders, to meet support application requirements and align solutions with organizational needs.
- Collaborate with our BPO partner to ensure alignment on support processes, escalations, and service quality, driving consistency across internal and external support teams.
Our ideal candidate will have the following:
- 2–4 years in technical or application support (SaaS/EdTech preferred).
- Proficiency with ticketing systems (Zendesk ideal) and escalation workflows.
- Strong troubleshooting, communication, and problem-solving skills.
- Familiarity with SIS systems, rostering, or API integrations is a plus.
- Bachelor's degree, or equivalent work experience.
- *For this particular role, we are looking for someone located in the Pacific/Mountain/Central regions to work primarily Pacific timezone hours
The perks of working for us are great
You'll get your foot in the door as our company continues to grow. We're big believers in work-life balance and provide:
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 16 paid holidays, including your birthday
As a fully remote team, we'll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.
We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
The salary range for this role will be approximately $60,000 - $71,000, DOE.
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