Edtech.com's Summary

Finalsite is hiring a Client Support Specialist. The role is the first line of support for clients of Finalsite’s K-12 school website and communications platform, handling ticket, phone, chat, and social media requests and escalating harder issues to Tier 2 and other teams. The specialist also educates clients, troubleshoots problems, and helps them implement solutions across the company’s content management system and suite of products.

Highlights

Support clients through ticketing, phone, chat, and social media channels in a timely manner, solving a portion of incoming calls directly and escalating others as appropriate.
Provide support, training, best practices, and implementation help across Finalsite’s content management system and suite of products.
Troubleshoot and investigate client issues, and write detailed software bug reports and product enhancement requests.
Join daily team stand-up meetings covering challenging tickets, software bugs, and other items of note.
Keep current on new product features, improvements, and web trends through software update blogs, help center articles, and training.
Prior customer service or technical support experience is preferred (2-4 years minimum), along with experience with support desk software, Zendesk preferred.
Entry-level experience with websites built on content management systems such as WordPress, Squarespace, Wix, Weebly, or Joomla is preferred, along with an Associate’s or Bachelor’s degree or commensurate experience.
Multitask and stay patient when handling challenging client situations.
Fully remote anywhere within the Pacific and Mountain time zones, limited to permanent residents of the United States.

Client Support Specialist Full Description

WHO WE ARE

Finalsite is the most valued partner for K–12 schools to build trust, strengthen community, and grow enrollment. Ranked among the best EdTech Companies in America, Finalsite supports more than 7,000 schools and districts worldwide with an integrated platform for websites, communications, mobile apps, enrollment, and marketing services.

Headquartered in Glastonbury, Connecticut, Finalsite is a global company with employees working remotely across nearly every U.S. state, as well as throughout Europe, South America, and Asia.

We believe people do their best work when they feel supported, connected, and empowered to grow. That’s why we invest in our employees through competitive benefits, professional development opportunities, and a collaborative culture built on partnership and purpose. Whether you’re looking to expand your skills, take on new challenges, or make a meaningful impact in education, Finalsite offers the opportunity to grow your career while helping schools thrive.

At Finalsite, every interaction matters — with our clients, with each other, and with the schools and families we serve. Join us and help shape stronger school communities around the world

SUMMARY

The Client Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Client Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Client Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.

LOCATION

100% Remote - Anywhere within PST/MST Timezone in US

RESPONSIBILITIES

Support clients via ticketing, phone, chat and social media channels in a timely manner
Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends
Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products
Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests
Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note
Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate
Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service

QUALIFICATIONS AND SKILLS

Associate’s or Bachelor’s degree preferred, or commensurate experience
Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred
Ability to multitask and maintain patience when faced with challenging situations
Prior customer service or technical support experience preferred (min 2-4 years
Experience with support desk software (Zendesk preferred)

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.

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Client Support Specialist

Edtech.com's Summary

Client Support Specialist Full Description

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