Ideal for a professional with one to two years of experience in client-facing or SaaS support roles who enjoys troubleshooting software issues. You should be co
Work type: remote
Location: United States
Salary: $55,000 – $66,000/yr
Type: Full-time
Ideal for a professional with one to two years of experience in client-facing or SaaS support roles who enjoys troubleshooting software issues. You should be comfortable working in a fast-paced environment where you manage high volumes of tickets while maintaining high customer satisfaction scores. **What makes it worth a look...** SchooLinks offers a fully remote role in the United States with a salary range of $55,000 to $66,000 per year. The company provides competitive benefits including 100 percent health care coverage, 401K matching, and a remote work stipend to support your home office setup. **You might be a good fit if you...** * Have hands-on experience with help desk software like Intercom, Zendesk, or Front. * Can manage quick response times for both chat and email inquiries. * Enjoy diagnosing platform logic and technical configuration issues.
SchooLinks is on a mission to modernize college and career readiness. We know that when districts need support, they need answers and help in minutes, not hours. Our Support Team is responsible for providing our district partners with fast and accurate answers to their questions and issues while using SchooLinks. Our team knows the product in and out, and can help with data and configuration questions.
## Responsibilities
• Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets.
• Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics.
• Escalation of certain support requests to product, engineering, or solutions.
• Log, track, and update chats and emails in our support tools (Intercom, Front).
• 1-2 years of experience in a customer support or client-facing role, preferably in SaaS
• Strong written and verbal communication skills
• Familiarity with support tools such as Intercom, Zendesk, or Front
• Ability to manage multiple tickets simultaneously without sacrificing quality
• A customer-first mindset and problem-solving approach
• 100% health care coverage for Employee
• 401K with company matching
• Dental & Vision
• Parental Leave
• Subsidized gym membership
• Remote work stipend
• Annual team offsite
A reasonable estimate of the on track earnings range for this position is $55,000 - $66,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.