Support Specialist – Temporary

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

💵 $26 - $28 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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TalkingPoints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

📚 Education

🤝 Non-profit

🤝 B2B

Education • Non-profit • B2B

TalkingPoints is a non-profit organization focused on enhancing student performance through effective school-family communication. Their platform provides tools and strategies to boost family engagement, particularly in K-12 settings, and addresses language barriers with translation services in over 150 languages. By leveraging data-informed practices, TalkingPoints aids schools and districts in improving student attendance, course proficiency, and overall academic outcomes, with notable success in underserved communities.

📋 Description

• Serve as the first point of contact for complex partner issues across chat and email support channels, troubleshooting and resolving issues with accuracy, empathy, and strong written communication. • Investigate technical and operational issues by reviewing account details, validating data, reproducing bugs, identifying patterns, and documenting findings for escalation to internal stakeholders across Product, Engineering, and Partner Success. • Support educators, families, schools, and district administrators with varying levels of technical proficiency, adapting communication styles to meet the needs of each audience. • Maintain high attention to detail while working with sensitive student and account-related information, including validating account access and troubleshooting communication, pairing, or SIS-related data issues. • Identify recurring themes, product friction points, and systemic issues across support conversations to help improve the customer experience and internal operations. • Partner closely with teammates during the fast-paced Back-to-School season by sharing knowledge, communicating proactively, and supporting team-wide operational goals.

🎯 Requirements

• Experience using customer support software, ticketing systems. • Familiarity with K-12 education systems, student information systems (SIS), or school/district operations. • Experience troubleshooting issues involving user accounts, data validation, integrations, or system inconsistencies. • Experience supporting users with varying levels of technical proficiency, including non-technical or lower-tech-literacy audiences.

🏖️ Benefits

• 401K match • Flexibility to work remotely • Fun, smart, dynamic, motivated team focused on working together to transform family engagement to serve the families who need it most