Software Support Tech - Product

Post Date

Aug 03, 2023



ZIP/Postal Code

Jun 17, 2024 Insight Global

Job Type



Help Desk

Req #


Pay Rate

$23 - $35 (hourly estimate)

Job Description

An Ed Tech company is looking for a Tier I Support Tech to join their team. This person can sit fully remote for this ongoing contract. This Support Tech is joining the team to help two other members with a specific product line. They will be responsible for resolving anywhere from 5-20 cases a day. They will use proprietary software and they will address issues via phone, Client Portal, email, et. Then they will review the information and define the problem and escalate/track accordingly. They will be editing, implementing, and verifying fixes in the CMS.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to

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Required Skills & Experience

* 2+ years of professional software support/help desk experience

* ideally supporting payment devices/systems

* must know the basics of how to open, transfer, fix, and save

* Experience using ticketing systems -- proprietary or not

* Strong problem-solving and troubleshooting skills

* Must be comfortable speaking with external users via phone

* Need strong communication skills -- written and verbal

* Ability to work independently as well as collaborate with a team

Nice to Have Skills & Experience

* Logfile or coding experience


* Web-based payment devices

* Salesforce

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.