Support Specialist (Contract)

Join Handshake, a mission-driven company focused on democratizing opportunity. As a Support Specialist, you'll provide technical support to a diverse range of users, from small organizations to major brands like Google and Amazon. This is a 6-month contract position with the potential for extension or conversion to a permanent role. You'll work closely with the Support Team to improve the customer experience and contribute to the overall success of the company.

• Provide strategic email, phone, and video consultation and support for customers and users, resolving questions, bugs, feedback, and general inquiries.
• Work closely with the Support Team to provide efficient and effective support, contributing to an overall seamless experience for users.
• Help unblock users, share trends and learnings with the Support, Success, and Product Teams, and continue to improve the customer experience and team operations.

• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics
• Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend
• Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language
• Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders
• Resilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!
• Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers. Looks for ways to put AI to work for customers and the team
• Technical Aptitude: Ability to learn technical tools and concepts quickly
• Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action
• Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization
• EQ: A strong sense of empathy with users of our products and cross functional partners
• Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users
• Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student
• ZenDesk experience
• Programming, IT, data analysis or computer science courses, major or certifications
• Experience using AI tools or building lightweight automations to improve support workflows
• 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)
• If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you!