Note: The job is a remote job and is open to candidates in USA. Kangarootime is an all-in-one childcare management platform that helps early childhood education centers manage billing, enrollment, staffing, communication, and daily operations. The Tier 1 Support Specialist serves as the first point of contact for customers, troubleshooting product issues, answering questions, escalating complex problems, and maintaining support documentation.
Responsibilities
- Respond to inbound customer support requests via Zendesk (ticket queues and phone support) in a timely, friendly, and professional manner
- Troubleshoot and resolve first-level issues related to core Kangarootime features
- Use Zendesk macros, documentation, and internal resources to provide accurate, consistent answers
- Identify when an issue needs to be escalated to Product or a specialized team, and hand it off with clear, complete context
- Log tickets thoroughly and accurately, tagging and categorizing issues to support trend reporting
- Flag recurring issues, product bugs, or gaps in documentation to the team
- Contribute to and help maintain the Help Site / knowledge base, including writing or updating articles, and identifying content that needs a refresh
- Build and maintain working knowledge of new features and product updates as they're released
- Practice troubleshooting in a sandbox/test center environment to stay sharp on product changes
- Meet individual and team performance targets, including response time, resolution time, and customer satisfaction (CSAT)
- Maintain a positive, empathetic, and solutions-oriented tone in every customer interaction
Skills
- 1+ year of experience in a customer support, help desk, or customer-facing role (SaaS or tech industry experience a plus)
- Strong written and verbal communication skills, able to explain technical concepts in plain language
- Comfortable learning new software quickly and navigating multiple tools at once (Zendesk experience a plus)
- Excellent problem-solving skills and attention to detail
- Ability to stay calm, patient, and empathetic when working with frustrated or non-technical users
- Strong organizational skills and ability to manage a queue of multiple open tickets
- A collaborative mindset where you are comfortable asking questions, shadowing teammates, and escalating when appropriate
- Interest in or experience with the childcare, early education, or family services industry is a plus, but not required
Benefits
- Competitive medical, dental, and vision insurance
- Employer-paid basic life insurance
- Company-paid short-term disability (STD) and long-term disability (LTD)
- Health Savings Accounts (HSA)
- Flexible Spending Accounts (FSA)
- New York Paid Family Leave (PFL) and Disability Benefits (DBL)
- Voluntary life, accident, and critical illness insurance
- Wellness programs
- Virtual healthcare services
- Employee assistance resources
- A variety of health and wellness discounts
- A $250 annual wellness benefit through our insurance carrier
- Remote or hybrid work arrangement
Company Overview