Job Overview

We're seeking a dedicated frontline voice for teachers, administrators, and district leaders who rely on their platform every day. In this role, you will resolve technical issues across devices, manage support tickets end-to-end in Zendesk, and run live screen-sharing sessions that turn frustrated users into confident ones. You will work cross-functionally with developers and customer success teams, giving you real visibility into the product roadmap while directly shaping the support processes and SLAs that define the customer experience. This is a high-ownership, full-time role where your expertise and proactive communication make a measurable difference for thousands of K-12 students and educators.

Client Overview

Our client is a fast-growing global EdTech company delivering innovative technology solutions to K-12 schools, districts, and educators worldwide. Their platform leverages cutting-edge tools — including augmented reality and AI-driven educational experiences — to transform how students and teachers engage in the classroom. With a customer base spanning individual schools to large district accounts, they are scaling their support infrastructure to match their rapid growth.

Schedule: Monday - Friday, 9:00 AM - 5:00 PM CST, with 1 hour break (40 work hours per week)

Responsibilities

• Serve as the dedicated frontline support contact for teachers, administrators, and district-level stakeholders via live calls, email, and ticketing system
• Manage and resolve incoming support tickets in Zendesk, ensuring timely follow-up and resolution for all customer inquiries
• Troubleshoot technical issues across multiple device platforms including laptops, iPads, Chromebooks, and Windows devices by replicating bugs and testing solutions
• Collaborate cross-functionally with developers, customer success, and sales teams to communicate issue status and ensure alignment on high-priority accounts
• Conduct live video and screen-sharing support sessions with customers, adapting communication style to match varying levels of technical proficiency
• Identify account context by cross-referencing customer information across internal systems to prioritize and personalize support interactions

Requirements

• Strong familiarity with multiple device platforms including Chromebooks, iPads, Windows devices, and laptops
• Comfort with emerging and innovative technologies such as augmented reality and AI-driven educational tools
• Professional demeanor with the ability to engage confidently with contacts at all organizational levels, from teachers to district administrators
• Prior experience supporting K-12 schools, districts, or education-sector customers is a plus
• Hands-on experience with Zendesk or a comparable enterprise ticketing/support platform is preferred
• Experience contributing to the design or improvement of support workflows, SLAs, or help documentation is advantageous

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.