EdTech Product Support Tier 1

Summary

Join Securly, a leading EdTech company, as a Tier 1 Support specialist and be the first point of contact for customer inquiries. You will provide technical assistance to K-12 school districts via phone, chat, and email, troubleshooting and resolving technical issues. This fully remote position requires excellent communication and problem-solving skills. You will manage inbound calls, voicemails, and tickets, escalating issues when necessary. Securly offers a competitive compensation package and a comprehensive benefits program, including health insurance, paid parental leave, and professional development opportunities. This role is ideal for individuals eager to develop foundational technical skills in computer networking and security.

Requirements

Comfortable working Monday to Friday, 8 am to 5 pm Eastern time zone, with flexibility to handle high call/ticket volumes

Responsibilities

• Serve as the first point of contact for customer inquiries through phone, chat, and email
• Provide prompt and accurate first-line support, troubleshooting, and resolution for a variety of technical issues
• Handle all incoming tickets from the new queue
• Escalate unresolved issues to Tier 2 or other appropriate teams within SLA times, with proper documentation and communication
• Update customer tickets with detailed notes on troubleshooting steps taken, status, and next actions
• Maintain a high level of customer satisfaction through professional, courteous, and empathetic communication
• Contribute to internal documentation and knowledge-sharing efforts to improve overall team efficiency
• Remain in the ticket queue throughout your shift, handling calls as they come in unless there is a ticket backlog
• Address voicemails promptly and work through them in the order received
• Ensure all tickets are addressed, escalating appropriately when necessary

Preferred Qualifications

• 1+ years of experience in product support, technical support, service desk, or help desk role is preferred
• Basic understanding of IT, networking, and systems, with a willingness to learn more advanced concepts
• Strong troubleshooting skills and a passion for problem-solving
• Excellent communication skills, with the ability to explain technical concepts to non-technical customers
• Ability to work in a fast-paced environment and handle multiple tasks efficiently
• Comfortable working Monday to Friday, 8 am to 5 pm Eastern time zone, with flexibility to handle high call/ticket volumes
• Technical certifications or coursework in IT/networking/security are beneficial but not required

Benefits

• Competitive Compensation : Robust salary structure complemented by performance incentives
• Health and Financial Wellness : Comprehensive health, dental, and vision insurance, with a 401(k) match
• Parental Leave : 12 weeks of fully paid parental leave
• Work-Life Balance : unlimited time off vacation plan, paid holidays, summer Friday half-days, and a full week of paid leave at year-end
• Professional Development : $1,000 annual stipend to support your growth
• Remote-First Culture : Flexibility to work where you are most productive