Remote Level II Support Consultant | K-12 SaaS

Job Overview

We are a leading provider of SaaS-based School Information Systems (SIS) tailored to the unique requirements of independent K-12 schools around the globe. Our integrated solution streamlines data management and communication, elevating the educational experience for students and educators alike.

Our diverse team of 350 professionals across the US, UK, and Australia is united by a common mission: to enhance educational quality and foster community engagement within schools. As of 2024, we proudly support over 3,200 schools across 60 countries.

We are currently seeking a Level II Support Consultant to enhance our dynamic team. In this pivotal role, you will deliver advanced technical support and expert guidance, empowering our customers to maximize the benefits of our platform. Your deep understanding of K-12 school processes—from admissions to financial management—will enable you to address technical challenges, advocate for best practices, and ensure customers derive optimal value from our solutions.

Key Responsibilities

• Deliver outstanding customer service through scheduled calls and our ticketing system, showcasing both technical and subject matter expertise.
• Efficiently troubleshoot and resolve complex technical issues, providing tailored solutions for our customers.
• Analyze product configurations and proactively offer strategic advice on best practices to enhance platform utilization.
• Manage technical queries and training engagements, adhering to service level agreements (SLAs) for timely resolutions.
• Contribute to internal and external knowledge bases by developing best-practice documentation and in-app guidance.
• Collaborate with internal teams to escalate unresolved issues to our engineering department as needed.
• Assist Tier 1 support with technical inquiries when required.
• Support the training team by co-facilitating Instructor-Led Training (ILT) sessions.
• Partner with account managers and customer success teams to cultivate long-term strategic success plans for our clients.
• Identify and relay potential software needs to the sales team.
  
  

Required Skills

• Strong technical aptitude and familiarity with school management software or related systems.
• Proven experience in troubleshooting and resolving intricate technical challenges, ensuring high customer satisfaction.
• Exceptional communication abilities, with the capacity to simplify technical concepts for both technical and non-technical audiences.
• Proficiency in remote collaboration tools, including screen sharing and video conferencing.
• Demonstrated ability to work autonomously and manage a diverse workload with minimal supervision.
• Experience in documenting technical solutions for knowledge bases.
• A collaborative mindset, contributing to an inclusive and positive company culture.
• Knowledge of the K-12 private school sector or educational software is advantageous.
  
  

Qualifications

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

Career Growth Opportunities

Joining our team offers significant professional development opportunities. You’ll play a crucial role in enhancing our knowledge bases and assist in training initiatives, paving the way for your own career advancement while making a meaningful impact on our customers’ successes.

Company Culture and Values

We champion an inclusive workplace, fostering a sense of belonging for all team members. Our collaborative environment encourages the embracing of diverse perspectives, ensuring every individual feels valued and empowered to reach their full potential.

Compensation And Benefits

• Competitive salary range of \(65,000 to \)75,000 per year, with additional bonuses based on performance.
• 3 weeks of paid vacation annually.
• 14 paid holidays each year, including the week off between Christmas and New Year's Eve.
• 56 hours of paid sick leave per year.
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement plan with company matching.
  
  

Employment Type: Full-Time