Technical Support Specialist

Posted 04/05/21 • Santa Barbara, CA or Remote • Full-Time

Who We Are

ParentSquare is a Santa Barbara based growing company that’s changing the way schools and parents communicate every day. Sounds simple? We strive to keep it that way! Over 5,000 schools and 4 million parents across the U.S. utilize our platform to stay informed and involved from the way they prefer to be notified – email, text, voice, web, app, social – to the ways they can interact with schools – forms, sign ups, payments, RSVPs, language translations, chat and more. We are constantly innovating to provide simpler, more intuitive tools that can be easily used by all educators and parents transcending the barriers of technology and language.

Who We’re Looking for

We are searching for a tech savvy Technical Support Specialist with customer service in their DNA. You’re someone who is able to solve tickets quickly and efficiently without ever sacrificing the customer experience and will work on behalf of our customers with a passion for helping and going the extra mile. From parents to district and school administrators and teachers, you’re available for support via email, chat and phone. You’re our first line of communication for our customers and know our product inside and out to provide the best answers and solutions for our customers; should a problem require escalation, you’ll act as the intermediary during the escalation process to make sure no detail is missed. You know how important your assistance is to our success and our ability to continue to grow and strive to help our Customer Support team to continually improve.

This role will include:

Answering incoming emails, live chats and phone calls
Clarifying any questions and issues presented
Take detailed notes of the contact in our ticketing system
Resolving support issues quickly and efficiently
Escalating tickets to the next tier support when unable to resolve
Improving help articles
Developing support materials
Product testing
Above all, providing the service the friendly and personalized service that ParentSquare prides itself on

We are searching for someone who can:

Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc) a strong plus
A strong technical background in a SaaS environment is a must
Prior experience in customer support or customer success and ticketing systems (Zendesk preferred)
A 4 year college degree, preferably in science
Bring a proactive, self-motivated and positive attitude to work everyday
Multitask with excellent attention to detail and communication skills
Quick learner, desire to learn in a dynamic startup environment
Be able to work a flexible schedule, including early mornings or evenings and weekends

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 health insurance, 401K, stock options and gym memberships. This role can be remotely based or (post-COVID) located in our offices in Goleta; with an open floor plan, plenty of comfy seating, a full kitchen and Gold’s Gym just downstairs.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.