Job description

Be the Technical Lifeline That Educators and Students Rely On

Are you a problem-solver with a passion for providing exceptional technical support? MasteryPrep is looking for a dedicated and detail-oriented Technical Support Representative to assist our customers in navigating our platform with ease. In this role, you'll play a key part in ensuring educators and administrators receive timely, effective solutions to their technical challenges, helping them maximize the impact of our tools and resources in the classroom.

In this role, you’ll be the first point of contact for technical support issues, troubleshooting and resolving challenges or escalating them to our engineering team as needed. Your expertise will help educators seamlessly access the tools they need to empower student success.

Key Responsibilities:

Serve as the primary point of contact for technical support inquiries, addressing questions, resolving issues, or escalating when necessary.
Provide timely troubleshooting and resolution of technical support tickets.
Act as the primary technology contact for Zendesk, triaging all tickets assigned to the technology team.
Document, track, and escalate customer-reported bugs using GitLab.
Collaborate with the Technical Support Engineer to reproduce, diagnose, and resolve software defects.
Work closely with cross-functional teams, including development, QA, and product management, to resolve complex technical issues.
Communicate effectively with customers, providing clear updates on issue status and resolutions.
Gather customer feedback to improve the support process and contribute to product enhancements.

About Us

Nearly 90% of low-income students graduate high school without a college-ready ACT or SAT score. MasteryPrep’s mission is to level the playing field in education by providing the most effective test preparation—made accessible to all students.

Through more than 10 years of partnering with school districts and institutions, MasteryPrep has helped over one million students improve their college readiness.

In 2021, MasteryPrep increased student outreach by 70% and has been recognized as one of the Inc. 5000 Fastest Growing Companies, featured by Entrepreneur 360, and named a Growth Leader by Louisiana Economic Development.

When we ask our employees what they love most about working for MasteryPrep, it comes down to the mission, the people, and the challenge:

The mission – We have a strong mission that truly changes lives and motivates us to show up, improve, and make an impact.

The people – MasteryPrep is as diverse as the students we serve, valuing employees as individuals, not just for their roles.

The challenge – We never settle for “good enough.” We’re growing fast and pushing boundaries to provide better opportunities for students.

Requirements

Bachelor's degree in Business, Computer Science, Engineering, or a related field (or equivalent experience).
Strong technical skills related to the educational technology space, with an understanding of how content is delivered and accessed on our platform.
Basic understanding of single sign-on (SSO) and rostering applications.
Experience working in a high school environment, understanding the roles of district administrators, school administrators, and teachers.
Excellent problem-solving and troubleshooting skills with a strong sense of urgency to resolve customer issues quickly.
Proactive responsiveness to customers and sales representatives, addressing known issues before they are reported.
Ability to work independently and as part of a team in a fast-paced environment.
Strong communication and collaboration skills

Preferred Qualifications:

Familiarity with compliance standards such as FERPA, COPPA or PCI DSS.
Familiarity with OneRoster, ClassLink, Clever, and other single sign on tools used by high schools for managing rosters.

Benefits

Competitive salary and benefits package
Flexible work hours and remote work options
Professional development opportunities, including reimbursement for certifications and training
Company-sponsored social events and team-building activities
Health, disability, AD&D, and life insurance
Matching 401(k) plan
Paid time off & generous paid holidays
Company-supplied laptop

Required profile