Customer Support Agent, Tier 2
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Job Description
Tier 2 customer support agent troubleshooting ParentSquare’s school-family communication platform. Handling complex escalations across email, chat, and phone while supporting schools, educators, and families.
Responsibilities:
- 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
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