Bilingual Tier 1 Customer Support Representative

We are seeking an IT Support Specialist for our client in the education space. This individual will be trained on their proprietary systems, but must possess some technical knowledge, experience working with a ticketing system, and excellent customer service skills

Two Openings:
9AM-6PM Monday -Friday (Bilingual preferred)
8AM-5PM Thursday - Monday

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Shifts:
Central Time
Monday -Friday 9AM-6PM (Bilingual Spanish preferred)
Thursday - Monday 8AM-5PM (Bilingual Spanish preferred)
Friday Tuesday 7AM-4PM

We are seeking a dedicated and customer-focused Tier 1 Customer Support Representative to join our clients team in the education space. This is an exciting opportunity to support a mission-driven organization that is transforming the way students and educators engage with technology.
As the first point of contact for users, you will play a critical role in delivering a seamless support experience. Youll be trained on proprietary systems and tools, but were looking for someone who already brings a solid foundation in technical troubleshooting, a proactive mindset, and a passion for helping others.

Qualifications:
2+ years of experience in a Tier 1 IT Support or Technical Customer Service role.
Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies).
Experience using a ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).
Excellent customer service skills with a strong sense of empathy, patience, and professionalism.
Strong verbal and written communication skills, including polished phone etiquette.
Ability to work independently in a remote environment with a reliable internet connection.
Comfortable learning new systems and adapting to evolving processes.

Key Responsibilities:
Provide first-level technical support via phone, email, and chat to educators, administrators, and students.
Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems.
Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution.
Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times.
Collaborate with internal teams to escalate complex issues and ensure customer satisfaction.
Maintain up-to-date knowledge of system updates, product features, and support protocols.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.