Customer Care and Technical Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care and Technical Support based in the United States.
This role serves as the first line of support for users, combining technical troubleshooting with empathetic customer service in a fully virtual contact center environment. You will support students, families, and educators by resolving hardware, software, and platform-related issues while ensuring a smooth and positive user experience. The position blends customer care with hands-on technical assistance, including device setup, system navigation, and issue resolution across multiple channels. You will manage inbound calls and tickets, ensuring timely and accurate responses while maintaining high service standards. Working in a fast-paced, mission-driven environment, you will play a key role in supporting educational success through reliable technical support. This is an opportunity to develop strong problem-solving and communication skills while contributing to meaningful user outcomes.
Accountabilities:
- Providing real-time phone and email support for technical and account-related issues
- Assisting users with product setup, navigation, and troubleshooting of hardware/software
- Managing and documenting support tickets in a web-based system with accuracy and detail
- Diagnosing and resolving issues related to computers, printers, peripherals, and online systems
- Escalating complex or unresolved issues to appropriate internal teams
- Maintaining knowledge base accuracy by reporting gaps or outdated information
- Supporting onboarding and guiding new users through product and system usage
- Ensuring first-contact resolution wherever possible while maintaining service quality standards
- 1+ year of customer service or technical support experience preferred
- Strong understanding of computer systems, hardware, and software troubleshooting
- Experience supporting printers, peripherals, and basic network or device issues
- Excellent English communication skills (written and spoken, C1 level or higher)
- Strong multitasking, organization, and time management abilities
- Ability to work independently in a remote, structured support environment
- Familiarity with ticketing systems and online knowledge bases
- Must be 18+ and meet U.S.-based residency and internet requirements
- Comfort working with authentication tools such as MFA systems (e.g., Okta)
- Paid training with structured onboarding and ongoing support
- Remote work opportunity with a fully virtual contact center environment
- Competitive hourly compensation at $13.00 per hour
- Exposure to technical support, customer experience, and education technology systems
- Opportunity to support students, families, and educators in a mission-driven setting
- Development of technical troubleshooting, communication, and multitasking skills
- Seasonal full-time schedule (40 hours/week)
Requirements:
Benefits:
Support pay context
Based on 762 disclosed Support salaries on RoleSuite, the role pays a median of $68K/year, with most offers between $53K and $107K (10th–90th percentile: $44K–$155K).
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