ParentSquare Support Application Specialist - Remote

Overview

A ParentSquare Support Application Specialist is a true champion for our customers, with customer service and empathy built into their DNA. You’ll serve as the point of escalation for the support team and will be directly interacting with users across email, chat, and phone. You know our product inside and out, solving tickets quickly and efficiently without ever sacrificing the customer experience. When issues require escalation, you act as the intermediary to ensure no detail is missed.

In Short

• Provide Tier 3 agent and application support.
• Resolve support issues quickly and efficiently.
• Maintain updated knowledge of all company products and services.
• Take detailed notes of customer interactions in the ticketing system.
• Escalate tickets to integration services or engineering teams when necessary.
• Identify, record, prioritize, investigate, and resolve incidents and problems.
• Manage product releases and coordinate activities for smooth transitions.
• Generate reports and analyze data regarding application usage and performance.
• Collaborate with cross-functional teams to align solutions with organizational needs.
• Ensure alignment on support processes with our BPO partner.

Requirements

• 2–4 years in technical or application support (SaaS/EdTech preferred).
• Proficiency with ticketing systems (Zendesk ideal).
• Strong troubleshooting, communication, and problem-solving skills.
• Familiarity with SIS systems or API integrations is a plus.
• Bachelor’s degree, or equivalent work experience.

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.
• 16 paid holidays, including your birthday!