Support Specialist, Contract

🇺🇸Remote - Remote (USA)3w ago

Higher Ed Support Customer Support SaaS Support Technical Support Zendesk Enterprise Support

Role Snapshot

Support Specialist, Contract role at Handshake providing exceptional customer support to users on their AI economy career platform. Position involves troubleshooting technical issues and improving customer experiences across employer, student, and career services users.

Key Responsibilities: Resolve 20-30 email tickets and ~10 phone calls daily, providing technical troubleshooting and workflow support via internal ticketing systems. Attend 1-3 team meetings weekly, complete administrative tasks, and contribute to improving overall customer experience and team operations.

Skills & Tools: Technical aptitude, excellent communication skills, strong troubleshooting abilities, critical thinking, empathy, teamwork, and familiarity with technical tools and SaaS environments.

Qualifications: Experience in customer support, particularly in tech or SaaS environments, with strong technical troubleshooting skills and ability to quickly learn complex products.

Location: Remote - Remote (USA)

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Job Description

Bonus Points:

ZenDesk experience
Programming, IT, data analysis or computer science courses, major or certifications
EdTech or Higher Edu, customer service, leadership background, majors, courses, certifications
Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services
Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc)

Hiring process:

Here’s an overview of our hiring process. You can read more about it below:

Take home test: You’ll be asked a series of interactive questions that may require answers in several formats and you should expect to spend up to 1.5 hours creating your responses. Be sure to be as detailed as possible and answer all parts of the prompt. This enables us to learn more about you and see how you approach certain scenarios. It’s also a great way for you to see what it’ll be like working with us as the questions are related to day-to-day tasks you’ll be doing on the job.
Virtual onsite interview: You’ll be meeting with 2 team members, including the hiring manager, for a 45-minute interview. The first part of the interview will consist of a live exercise where we will assess your troubleshooting skills as you share your computer screen and navigate a prompt. During the second half, we’ll ask you a series of questions, and this is a great time to ask any questions you may have.
Decision: We’ll let you know if we are going to extend an offer or move forward with other candidates.