Note: The job is a remote job and is open to candidates in USA. ParentSquare provides unified communication tools that help schools, educators, and families improve student engagement. The Tier 2 Customer Support Agent handles complex customer escalations and advanced product troubleshooting across email, chat, and phone, while documenting issues, escalating bugs, mentoring peers, and supporting continuous improvement.
Responsibilities
- Answering incoming emails, live chats, and phone calls as scheduled, with a heavy focus on Tier 2 escalations and complex product troubleshooting
- Resolving advanced product or service problems by clarifying customer needs, identifying root causes, executing technical solutions, and following up to ensure complete resolution
- Utilizing Zendesk Agent Co-Pilot and taking detailed, accurate notes on all interactions within our ticketing system
- Filing clean, complete Jira issue templates to escalate technical bugs or edge cases to higher-tier support and engineering teams when needed
- Proactively monitoring support queues across all channels and stepping in to handle overflow whenever necessary
- Maintaining deep, updated knowledge of all ParentSquare features to educate customers and act as a knowledge resource for internal teams
- Collecting and recording actionable customer feedback to share with Product, Customer Success, and leadership
- Assisting with internal support documentation, help articles, and product testing for new feature releases
Skills
- 2+ years of prior customer support or technical support experience (EdTech, K-12, or SaaS experience highly preferred)
- Demonstrated experience with ticketing systems (Zendesk and Jira expertise strong pluses)
- Familiarity with technical integrations, data flows (SFTP, API), or Student Information Systems (SIS)
- Proven track record of handling high-volume tickets, live chats, and phone queues simultaneously with exceptional attention to detail
- Strong written and verbal communication skills with a warm, empathetic tone
- A proactive, self-motivated mindset with an eagerness to learn in a fast-paced environment
- Flexibility to work varied schedules, including occasional early mornings, evenings, or weekends as coverage requires
Benefits
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 15 paid holidays, including your birthday
- Fully remote team
- All the tools and equipment you need to make your home office a place where you can thrive
Company Overview