Customer Support Specialist
SchooLinks is on a mission to modernize college and career readiness. We know that when districts need support, they need answers and help in minutes, not hours. Our Support Team is responsible for providing our district partners with fast and accurate answers to their questions and issues while using SchooLinks. Our team knows the product in and out, and can help with data and configuration questions.
Responsibilities
- Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets.
- Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics.
- Escalation of certain support requests to product, engineering, or solutions.
- Log, track, and update chats and emails in our support tools (Intercom, Front).