Remote Level II Support Consultant for K-12 Software

Job Overview

Join our dynamic team as a Level II Support Consultant, where you will play a crucial role in providing advanced technical support and consultative assistance for our innovative School Information Systems (SIS). We specialize in delivering SaaS solutions tailored to the unique requirements of independent K-12 schools worldwide, and your expertise will help ensure our customers maximize the value they receive from our platform.

Key Responsibilities

• Deliver outstanding customer service by engaging with clients primarily through scheduled calls and our ticketing system, showcasing your technical prowess and subject matter expertise.
• Efficiently troubleshoot and resolve complex technical challenges, offering tailored solutions that address customer needs.
• Assess product configurations and provide strategic guidance to customers to enhance their utilization of our platform.
• Manage technical issues and facilitate consultative/training engagements, ensuring timely resolutions in line with service level agreements (SLAs).
• Contribute to the internal and external knowledge bases by creating and updating best-practice documentation and in-app guidance.
• Collaborate with internal teams, escalating unresolved issues to our engineering team when necessary.
• Occasionally assist Tier 1 support with technical inquiries.
• Support the training team by leading Instructor-Led Training (ILT) sessions.
• Partner with account managers and customer success teams to develop sustainable success strategies for our clients.
• Identify and communicate potential software needs to the sales team.
  
  

Required Skills

• Strong technical expertise and familiarity with school management software or similar systems.
• Proven ability to troubleshoot and resolve intricate technical issues while maintaining high levels of customer satisfaction.
• Excellent verbal and written communication skills, capable of simplifying technical concepts for both technical and non-technical audiences.
• Competence in utilizing remote technologies, including screen sharing and video conferencing tools.
• Ability to work autonomously and effectively manage your workload with little supervision.
• Experience in documenting technical solutions for knowledge bases.
• A collaborative mindset that contributes positively to an inclusive company culture.
• Knowledge of the K-12 private school sector or educational software is advantageous.
  
  

Qualifications

• Bachelor's degree or equivalent experience in customer service or technical support.
• A minimum of 3 years of experience in a client-facing support role, preferably within the software or SaaS industry.
  
  

Career Growth Opportunities

We are committed to fostering a supportive environment that promotes professional development and encourages collaboration among team members. You will have access to continuous learning opportunities to enhance your skills.

Company Culture and Values

We take pride in our inclusive culture, where diversity is celebrated, and every team member is valued. Our commitment to creating an environment of belonging ensures that everyone can thrive and reach their fullest potential.

Compensation And Benefits

The salary for this position ranges from \(65,000 to \)75,000 per year, along with potential bonuses. We carefully consider various factors, including local market conditions, experience, education, and internal equity when determining compensation.

Our Comprehensive Benefits Package Includes

• 3 weeks of vacation annually.
• 14 paid holidays each year, including a week off between Christmas and New Year's Eve.
• 56 hours of paid sick leave per year.
• Medical, Dental, and Vision coverage.
• 401(k) retirement plan with company matching.
  
  

Embrace the opportunity to impact the K-12 education sector significantly while working within a collaborative and supportive environment. If you are dedicated to delivering exceptional customer service and enjoy tackling complex challenges, we encourage you to apply.

Employment Type: Full-Time