Technical Support Associate – Contractor

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Ignite Reading

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🤝 B2B

💰 $36.8M Series B - Ignite Reading on 2024-10

Education • B2B

Ignite Reading is an early literacy intervention provider that partners with K–2 school districts to deliver daily, 1:1, Science of Reading–aligned tutoring using certified literacy instructors. The program combines a structured curriculum, centralized scheduling, progress monitoring, and district-level reporting to close reading gaps, scale quickly across schools, and reduce teacher workload. Ignite focuses on measurable student outcomes and works primarily with districts and schools to implement and manage tutoring programs.

📋 Description

• Serve as the first point of contact for student technical concern tickets submitted by tutors, primarily audio/video issues in Lessonspace • Triage incoming tickets in HubSpot's Help Desk and route or escalate them to the appropriate internal team • Perform basic Level 1 troubleshooting for connectivity, audio, and video issues • Use HubSpot macros and AI-assisted drafting to deliver clear, accurate, personalized responses • Communicate professionally and warmly with tutors and school partners • Meet or exceed SLAs, including first response time, first resolution time, and CSAT targets • Escalate and continue managing cases requiring Level 2 or Support Engineer involvement • Build working knowledge of the Ignite Reading Platform, Lessonspace, and partner tools • Contribute to knowledge base articles, macros, and troubleshooting guides

🎯 Requirements

• 1+ year in a technical support or customer support role, or equivalent experience supporting customers • Experience supporting customers through tickets, email, chat, and screen shares • Comfort troubleshooting audio/video and connectivity issues in virtual or web-based environments • Experience with Lessonspace or similar virtual classroom tools is a plus • Experience with HubSpot or a comparable CRM/help desk platform is preferred • Strong written communication with a friendly, empathetic, professional tone • Exceptional attention to detail and organizational skills; able to manage multiple tickets simultaneously • Comfort with AI-assisted workflows while maintaining quality standards and accountability for customer outcomes • Self-directed and reliable in a fully remote environment • Familiarity with Ignite Reading's program is strongly preferred; current or former Ignite Reading tutors especially encouraged to apply • Must be able to work as an independent contractor (1099)

🏖️ Benefits

• Potential contract extension based on business needs and performance • Fully remote work arrangement • Approximately 30 hours per week • Transparent compensation structure with no negotiation • Equal employment opportunity workplace • Diverse and inclusive workplace environment