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Senior EDU Support Specialist
Updated on 3/28/2023
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Minimum 2+ years experience in a high volume Customer Support or Technical Support role with experience in high volume live phone support and enterprise support
  • Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced tech company or customer focused position involving technical knowledge of a company's products and services
  • Technical Aptitude: Ability to learn technical tools and concepts quickly, experience with preparing internal and external reports or analytics
  • Critical Thinking: high attention to detail and ability to troubleshoot with limited information and a clear plan of action
  • EQ: A strong sense of empathy
  • Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language
  • Coverage:Can provide a regular schedule to provide consistent assistance to users. Based in US
  • Experience in meeting or exceeding metrics or quotas
  • Experience handling escalations in a support environment
Responsibilities
  • Motivate and empower a team of hardworking University Support Specialists
  • Help provide amazing support to Handshake customers in a high volume support environment using web-based and phone requests via internal ticketing systems, phone, Zoom, and other support tools
  • Handle escalations, complex or sensitive issues with high stakes customers
  • Provide internal enablement within Support and externally to cross-functional teams
  • Appropriately prioritizes assigned open tickets based on urgency and SLA
  • Assist with strategizing plan of action during times of unexpected volume spikes or backlogs
  • Drive improvements in efficiency, response times and customer satisfaction within your team and across the entire customer support organization
  • Serve as an expert on all areas of the product for customers and internal teams, assisting with internal and external documentation, training, and other projects as needed
  • Be available during business hours (8 hours/day) for internal and external escalated phone calls with our users, meetings, and daily team or company communication (including Slack, Zoom Video Calls, Email, Phone) in designated time zone
  • Participate in all team meetings and communication channels, asking questions and providing input to help empower the team and our customers
  • Act as Support POC during impactful bugs and incidents; managing problem tickets, updating Support and cross functional partners
  • Assist with scheduled webinars with partners to educate them on various domains of the product
Desired Qualifications
  • ZenDesk, Looker, or Microsoft Excel experience
  • IT/Programming/Database Management, or Data Science/Analytics background, majors, courses, certifications
  • Relevant experience in leading crossfunctional or interdepartmental meetings, sharing trends with key stakeholders
  • Team Lead or Senior Role experience
  • Previous experience partaking in pilot programs or professional services
Handshake

501-1,000 employees

College career network platform
Company Overview
Handshake is on a mission to give all students the chance to build the career they want, no matter where they’re from or what school they attend. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers.
Benefits
  • 💰Equity and ownership in a fast-growing company.
  • 🍼16 Weeks of paid parental leave
  • 💝Comprehensive medical, dental, and vision
  • 💻Handshake offers $500/£360 home office stipend
  • 📚Generous learning & development opportunities and an annual $2,000/£1,500/2k€ stipend
  • 🏦401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
  • 🏝PTO
Company Core Values
  • Students First
  • Focus on impact
  • Move quickly, but don't rush
  • Learn. Grow. Repeat.
  • Act with Empathy
  • Empowered by diversity