Technical Support Associate - Remote

Overview

SAM Labs is an award-winning EdTech start-up. Founded in 2014, growing fast, making a difference, and venture capital funded. With over 9,000 school customers in 60+ countries already using SAM Labs products and lesson materials, SAM Labs is looking for more talent to join its team!

In Short

• Diagnose and resolve hardware, software, and connectivity issues for customers.
• Provide step-by-step technical assistance via phone, email, and chat support.
• Guide customers through troubleshooting processes and recommend solutions.
• Deliver exceptional customer service by actively listening and addressing customer concerns.
• Educate customers on product features, best practices, and preventative maintenance.
• Manage all teacher and student access to ensure seamless subscription provisioning.
• Support with roster syncing and Single Sign-On (SSO) integrations.
• Maintain accurate records of customer interactions in the CRM system.
• Identify common issues and provide feedback to improve product performance.
• Must be available during U.S. business hours (9 AM - 5 PM EST).

Requirements

• Strong technical troubleshooting background.
• Customer centric attitude.
• Strong English communication skills.
• Problem-solving skills to identify root causes of issues.
• Process-oriented with a focus on improving workflows.
• 1-3 years of experience in IT, customer service, or a related technical role.
• Must have a stable internet connection and a quiet workspace.

Benefits

• Work in a truly global environment.
• Join a team that values creativity, action, and fun.
• Opportunity to make a difference in education.