Remote Tier 1 CSR (M-F 12-9p CT)

Job Description

We are seeking an IT Support Specialist for our client in the education space. This individual will be trained on their proprietary systems, but must possess some technical knowledge, experience working with a ticketing system, and excellent customer service skills

Two Openings:

Central Time

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Skills and Requirements

We are seeking a dedicated and customer-focused Tier 1 Customer Support Representative to join our client's team in the education space. This is an exciting opportunity to support a mission-driven organization that is transforming the way students and educators engage with technology.

As the first point of contact for users, you will play a critical role in delivering a seamless support experience. You'll be trained on proprietary systems and tools, but we're looking for someone who already brings a solid foundation in technical troubleshooting, a proactive mindset, and a passion for helping others.

Qualifications:

• 2+ years of experience in a Tier 1 IT Support or Technical Customer Service role.

• Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies).

• Experience using a ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).

• Excellent customer service skills with a strong sense of empathy, patience, and professionalism.

• Strong verbal and written communication skills, including polished phone etiquette.

• Ability to work independently in a remote environment with a reliable internet connection.

• Comfortable learning new systems and adapting to evolving processes.

Key Responsibilities:

• Provide first-level technical support via phone, email, and chat to educators, administrators, and students.

• Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems.

• Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution.

• Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times.

• Collaborate with internal teams to escalate complex issues and ensure customer satisfaction.

• Maintain up-to-date knowledge of system updates, product features, and support protocols.