Benchmark Education Company
Customer Tech Support
🇺🇸
Remote - US
🕑
Full-Time
💰
TBD
💻
Customer Support
🗓️
April 22nd, 2026
Edtech.com's Summary
Benchmark Education Company LLC is hiring a Customer Tech Support. The role involves serving as the primary point of contact for technical support issues, promptly resolving incidents and escalations, and ensuring effective communication with internal and external stakeholders. The position also includes monitoring support queues, providing empathetic customer service, documenting and classifying support requests, troubleshooting, escalating unresolved issues, and ensuring positive user experiences.
Highlights
- Primary contact for incoming technical support issues and escalations.
- Monitor and triage multi-channel support queue to meet or exceed Service Level Objectives (SLOs).
- Provide empathetic, clear, and prompt customer support with first-contact resolution focus.
- Accurately record, classify, and document all support requests and incidents.
- Escalate unresolved incidents to appropriate resolution teams and track status of open issues.
- Follow up with customers to provide updates and confirm resolution and closure of service requests.
- Requires 1-3 years of experience in customer and technical support roles.
- Associate degree or equivalent work experience is required.
- Strong communication, analytical, troubleshooting, and problem-solving skills are essential.
- Teaching or educational experience and experience with educational e-learning software are preferred.
Customer Tech Support Full Description
Position Purpose: The Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis.
Job Functions/Primary Responsibilities:
- Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs).
- Provide empathetic and understanding support, addressing customer issues promptly and effectively.
- Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures.
- Conduct research and troubleshooting to provide first-contact resolution whenever possible.
- Escalate unresolved incidents to appropriate resolution groups.
- Track the status and progress of all open incidents and requests.
- Ensure a positive user experience throughout all customer interactions.
- Provide clear and concise answers to customers, guiding them through corrective steps.
- Confirm incident or service request resolution and closure.
- Follow up with customers to provide updates on open issues.
Job Requirements/Desired Skills and Experience:
- 1-3 years of experience in customer support and technical support roles.
- Associate degree or equivalent work experience.
- Exceptional customer relations skills and a dedication to providing excellent customer service.
- Ability to work with non-technical customers to gather requirements and translate them into technical specifications.
- Strong oral and written communication skills.
- Ability to see issues through to resolution.
- Proven analytical and troubleshooting skills with proficiency in problem-solving and root cause analysis.
- Teaching or educational experience is preferred.
- Experience with educational e-learning software is preferred.
ABOUT BENCHMARK EDUCATION COMPANY
Benchmark Education Company (BEC) is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, with valid and reliable digital assessments that inform instruction. BEC is also a provider of exceptional professional development to educators.
BEC is recognized as a responsive publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research outcomes carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-quality resources focused on language development and comprehension. BEC's content-rich and authentic texts offer instruction in close reading and analysis, multiple perspectives, and authentic literature while building world knowledge and reflecting the individuality of every student in each diverse classroom.
Family owned and operated for more than 25 years, BEC is committed to partnering with educators to provide the best for all students through resources of exceptional quality, world-class professional learning, and effective and dedicated customer support.
Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.
For further information, visit us at: https://www.benchmarkeducation.com
Similar Jobs
Remote Technical Customer Support Associate (Night Shift: Sunday to Thursday, 4:00PM to 12:00AM)
Cengage Group
🇺🇸 Remote - Independence, KY
Remote Customer Support Associate (Monday - Friday, 11:00AM - 7:00PM EST)
Cengage Group
🇺🇸 Remote - Independence, KY
Customer Service Specialist - Financial Aid
Arizona State University
🇺🇸 Hybrid - Tempe, AZ
Customer Support Specialist
SchooLinks
🇺🇸 Remote - US
Customer Service Rep
University of Florida
🇺🇸 Gainesville, FL
