Support Specialist

Job not on LinkedIn

November 13

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Rockstar

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Recruitment • HR Tech • Artificial Intelligence

Rockstar is a full-service recruitment company that leverages a blend of human expertise and artificial intelligence to help businesses hire better and faster at a lower cost. They offer a comprehensive recruitment service for less than $1,500 per role by providing access to a large talent database, fast and efficient candidate reviews, and human screening. Their proprietary AI enables the review of thousands of applications to quickly match candidates to job descriptions, while custom screening calls are conducted by recruiters in the US, UK, or Australia. Rockstar supports hiring across a wide range of professional roles, including sales, marketing, strategy, product, business operations, analytics, data science, software development, infrastructure, finance, and accounting. This flexible approach allows companies to meet strong candidates without long-term commitments, making it a cost-effective solution for teams of all sizes.

2 - 10 employees

🎯 Recruiter

👥 HR Tech

🤖 Artificial Intelligence

📋 Description

• Provide front-line support & ensure customer success • - Manage the day-to-day support queue of customer inquiries and issues for the school scheduling solution. • - Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate. • - Serve as a dedicated support resource for one of the customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary. • Analyze and report on customer support trends • - Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests received and implications across functional areas. • - Contribute to the continued evolution of the support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery. • Enhance and expand support resources • - Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases. • - Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively. • Play on a great team, and grow! • - Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

🎯 Requirements

• A minimum of 2 years of experience in schools or educational technology organizations, providing foundational insight into the K-12 environment. • Exceptional written communication skills, with a proven ability to explain complex technical concepts in simple, user-friendly language. • An analytical mindset and comfort with using data (ticket trends, categorization) to inform strategic decisions. • A passion for education and improving how schools operate. • The following additional experiences are a plus: • - Direct experience using a modern ticketing system (e.g., Help Scout, Intercom, Zendesk). • - Experience in a fast-paced, high-growth entrepreneurial environment.

🏖️ Benefits

• Health: medical, dental, vision, and an employee contribution-only 401(k) plan • Flexible PTO • Personal growth: At the current early stage there will be many professional development opportunities as the company grows and evolves, requiring founding staff to grow with it