Technical Product Support Specialist

As a full-time Technical Product Support Specialist working remotely, the candidate will provide frontline support to K-12 IT administrators, educators, and school staff, managing customer issues from intake through resolution while ensuring high levels of customer satisfaction and operational reliability. Key responsibilities Serve as the first point of contact for customer support via phone, chat, email, and web-based requests, troubleshooting and resolving technical issues Actively manage the inbound ticket queue, ensuring timely responses and adherence to service level expectations Maintain accurate documentation of customer interactions and contribute to internal knowledge resources for improved team efficiency Required qualifications Proficiency with software products, IT systems, and foundational networking concepts, including troubleshooting across common networking layers Hands-on experience in a customer-facing technical support or IT support role, typically over one or more years Experience supporting Windows, macOS, and ChromeOS environments Familiarity with K-12 education, EdTech, or SaaS environments is strongly preferred Ability to learn new tools and workflows quickly in a fast-changing environment