Job Description
A company is looking for a Senior Customer Support Analyst to provide advanced technical support and mentorship within a remote customer support team.
- Key Responsibilities
- Solve complex technical issues for both Kami and Book Creator that frontline analysts cannot resolve
- Act as the primary expert for the support desk, handling technical escalations and leading customer troubleshooting calls
- Deliver training and mentorship to support analysts to enhance their diagnostic skills and improve resolution rates
- Required Qualifications
- 3+ years of experience in a customer support or technical analyst role within a SaaS or EdTech environment
- Advanced technical aptitude with experience in troubleshooting software issues and using help desk tools
- Demonstrated ability to mentor or lead others with a patient and empathetic approach
- Experience with US K-12 and Higher Education customers is highly desirable
- A proactive mindset, capable of managing high-pressure escalations while supporting a distributed team
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