Customer Support Agent, Tier 2

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $27 - $29 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ParentSquare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

ParentSquare is a unified, AI-enhanced communication platform purpose-built for K–12 schools and districts. It centralizes mass notifications, classroom and one-to-one messaging, forms and permission slips, attendance tools, school websites, secure document delivery, payments, and analytics to streamline engagement between educators, families, and staff. The platform emphasizes two-way translation, SIS integrations, data privacy, and easy onboarding, and is delivered as a software service used by districts and schools to improve family engagement and operational workflows.

📋 Description

• Answer incoming emails, live chats, and phone calls as scheduled, focusing on Tier 2 escalations and complex product troubleshooting • Resolve advanced product or service problems by clarifying customer needs, identifying root causes, executing technical solutions, and following up to ensure complete resolution • Utilize Zendesk Agent Co-Pilot and maintain detailed, accurate interaction notes in the ticketing system • File clean, complete Jira issue templates to escalate technical bugs or edge cases to higher-tier support and engineering teams • Monitor support queues across all channels and handle overflow when necessary • Maintain deep, updated knowledge of ParentSquare features to educate customers and support internal teams • Collect and record actionable customer feedback for Product, Customer Success, and leadership • Assist with internal support documentation, help articles, and product testing for new feature releases • Mentor peers and drive continuous improvement across the Support team

🎯 Requirements

• 2+ years of prior customer support or technical support experience • EdTech, K-12, or SaaS experience highly preferred • Demonstrated experience with ticketing systems • Zendesk and Jira expertise strong pluses • Familiarity with technical integrations and data flows (SFTP, API), or Student Information Systems (SIS) • Proven ability to handle high-volume tickets, live chats, and phone queues simultaneously • Exceptional attention to detail • Strong written and verbal communication skills with a warm, empathetic tone • Proactive, self-motivated mindset • Eagerness to learn in a fast-paced environment • Flexibility to work varied schedules, including occasional early mornings, evenings, or weekends as coverage requires

🏖️ Benefits

• Employer-paid health insurance (including dependent coverage) • An employer-matched 401K retirement savings program from day 1 • Paid Parental Leave • Stock options • Health + wellness reimbursements • PTO that increases each year • 15 paid holidays, including your birthday • Fully remote work arrangement • Tools and equipment provided for home office