Edtech.com's Summary

SchoolStatus is hiring an Associate Customer Support Specialist to provide Tier 1 support by responding to customer inquiries via phone, email, and chat, troubleshooting software issues, and escalating complex problems. The role involves creating support documentation, collaborating with cross-functional teams, and participating in ongoing training to enhance the customer support experience.

Highlights

Respond to customer inquiries through multiple channels and provide timely, accurate assistance.
Troubleshoot software issues and escalate complex cases to Tier 2 or relevant departments.
Assist in creating and maintaining support documentation including guides and knowledge base articles.
Collaborate with cross-functional teams to address customer needs effectively.
Participate in training sessions to improve product knowledge and customer service skills.
Bachelor's degree or equivalent work experience required.
Strong verbal and written communication skills with a customer-focused approach.
Basic understanding of software applications and troubleshooting techniques.
Willingness to work the specified 10am - 6pm Pacific Time shift, with flexibility for evenings and weekends.
Compensation range between $53,000 and $65,000 USD annually.

Associate Customer Support Specialist Full Description

This role is on our Tier 1 Support Team, reporting to a Customer Support Manager. Tier 1 is our team of product generalists, who answer basic questions about all products and services quickly and professionally, and manage escalations to our Tier 2 team for technical and complex issues.

We’re hiring for a specific shift; candidates must be able to work from 10am - 6pm Pacific Time with a one-hour lunch break.

The impact you'll have:

Respond to customer inquiries via phone, email, and online chat, providing timely and accurate assistance.
Troubleshoot software issues and escalating complex problems to senior team members or relevant departments.
Assist with the creation and maintenance of support documentation, including how-to guides and knowledge base articles.
Collaborate with cross-functional teams to ensure customer needs are addressed effectively.
Participate in training sessions to enhance product knowledge and customer service skills.
Contribute to continuous improvement initiatives to enhance the customer support experience.

What you'll bring:

Bachelor's degree in a relevant field or equivalent work experience.
Strong communication skills, both verbal and written, with a customer-focused approach.
Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.
Basic understanding of software applications and familiarity with troubleshooting techniques.
Strong attention to detail and problem-solving abilities.
Willingness to work flexible hours, including evenings and weekends, as needed.
Previous experience in customer service or technical support is a plus but not required.

Our Benefits & Perks:

🌍 Work From Anywhere – We embrace a remote-first culture, offering flexibility so you can work where you're most productive.

💰 401(k) Matching – We invest in your future with a 100% match on contributions up to 6% of your salary.

🌴 Flexible Time Off – Work-life balance matters. Take the time you need to recharge and bring your best self to work.

👶 Paid Parental Leave – We support growing families with paid leave, fostering parent-child bonding and gender equality at home and in the workplace.

🩺 Comprehensive Benefits – We cover 100% of medical, dental, and vision insurance for employees, plus HRA, life insurance, and AD&D coverage.

💡 Values-Driven Culture – Our values aren't just words on a page—they shape how we work, make decisions, and support each other.

🤝 Pledge 1% – We’re proud to be part of the global movement to give back, dedicating 1% of our time, resources, or profits to community initiatives.

❄️ Winter Shutdown – Enjoy a one-week shutdown in November and a two-week break in December to relax and recharge.

🏡 Childcare Support – Our dependent care program allows you to set aside pre-tax dollars to cover eligible expenses such as daycare, preschool, summer camps, before & after-school programs, and in-home care for children or dependents—helping you balance work and family with peace of mind.

U.S. Pay Range

$53,000—$65,000 USD

Please note that the compensation information is a good faith estimate, and is provided pursuant to Equal Pay Laws. SchoolStatus intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors, such as experience. Our team will provide more information about the total compensation package for this position during the interview process.

What we do:

SchoolStatus is more than just an EdTech company—we're reshaping the future of K-12 education. Our fast-growing teams are dedicated to transforming education through innovative communications, attendance management, and teacher development solutions for schools, districts, and families.

We deeply value diversity and are dedicated to fostering an inclusive environment for all our employees. We believe that exceptional candidates bring unique perspectives and skills that enable us to best meet our mission of supporting student success. If you believe you have the potential and passion for a SchoolStatus role, we encourage you to apply—and join us to make a meaningful impact on the future of education!

Original Job Description

We’re hiring for a specific shift; candidates must be able to work from 10am - 6pm Pacific Time with a one-hour lunch break.

The impact you'll have:

Respond to customer inquiries via phone, email, and online chat, providing timely and accurate assistance.
Troubleshoot software issues and escalating complex problems to senior team members or relevant departments.
Assist with the creation and maintenance of support documentation, including how-to guides and knowledge base articles.
Collaborate with cross-functional teams to ensure customer needs are addressed effectively.
Participate in training sessions to enhance product knowledge and customer service skills.
Contribute to continuous improvement initiatives to enhance the customer support experience.

What you'll bring:

Bachelor's degree in a relevant field or equivalent work experience.
Strong communication skills, both verbal and written, with a customer-focused approach.
Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.
Basic understanding of software applications and familiarity with troubleshooting techniques.
Strong attention to detail and problem-solving abilities.
Willingness to work flexible hours, including evenings and weekends, as needed.
Previous experience in customer service or technical support is a plus but not required.