Support Specialist – Temporary
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Job Description
Support Specialist role at TalkingPoints managing complex partner issues via chat and email support. Investigating technical challenges and maintaining high-quality service during the back-to-school season.
Responsibilities:
- Serve as the first point of contact for complex partner issues across chat and email support channels, troubleshooting and resolving issues with accuracy, empathy, and strong written communication.
- Investigate technical and operational issues by reviewing account details, validating data, reproducing bugs, identifying patterns, and documenting findings for escalation to internal stakeholders across Product, Engineering, and Partner Success.
- Support educators, families, schools, and district administrators with varying levels of technical proficiency, adapting communication styles to meet the needs of each audience.
- Maintain high attention to detail while working with sensitive student and account-related information, including validating account access and troubleshooting communication, pairing, or SIS-related data issues.
- Identify recurring themes, product friction points, and systemic issues across support conversations to help improve the customer experience and internal operations.
- Partner closely with teammates during the fast-paced Back-to-School season by sharing knowledge, communicating proactively, and supporting team-wide operational goals.
Requirements:
- Experience using customer support software, ticketing systems.
- Familiarity with K-12 education systems, student information systems (SIS), or school/district operations.
- Experience troubleshooting issues involving user accounts, data validation, integrations, or system inconsistencies.
- Experience supporting users with varying levels of technical proficiency, including non-technical or lower-tech-literacy audiences.
Benefits:
- 401K match
- Flexibility to work remotely
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