K Support Consultant (Remote)

Company Overview

We are a leading provider of SaaS-based School Information Systems (SIS), tailored to fulfill the unique requirements of independent K-12 educational institutions globally. Our innovative, one-record solution integrates comprehensive data management, personalized communication tools, and a sophisticated system architecture designed specifically for the education sector.

With a dedicated team of 350 professionals across the US, UK, and Australia, we strive to enhance educational experiences for students by uniting school communities and improving the quality of education. As of 2024, we proudly support over 3,200 schools in 60 countries.

Role Overview

We are eager to welcome a Level II Support Consultant to our expanding team. In this role, you will provide advanced technical support and consultative assistance to our clients, ensuring they derive maximum benefit from our platform. Your expertise in K-12 processes, covering areas from admissions to finance, will be critical in resolving technical challenges, recommending best practices, and elevating the overall customer experience.

Key Responsibilities

• Deliver outstanding customer support through scheduled calls and our ticketing system, showcasing both technical prowess and subject matter expertise.
• Efficiently troubleshoot and resolve complex technical issues, providing tailored solutions for clients.
• Evaluate product configurations and offer strategic advice to clients on optimizing their platform usage.
• Oversee technical issue management and training engagements, ensuring issues are resolved promptly within service level agreements (SLAs).
• Contribute to the development of internal and external knowledge bases by creating and enhancing best-practice documentation and in-app guidance.
• Collaborate with cross-functional teams, escalating unresolved issues to our engineering experts as needed.
• Provide support to the training team by leading Instructor-Led Training (ILT) sessions when required.
• Partner with account managers and customer success teams to formulate long-term strategies for client success.
• Identify and relay potential leads for additional software solutions to the sales team.

Required Skills

• Bachelor’s degree or equivalent experience in customer service or technical support.
• A minimum of 3 years in a client-facing support role, preferably within the software or SaaS industries.
• Strong technical acumen and familiarity with school management software or comparable systems.
• Demonstrated ability to troubleshoot and resolve complex technical issues while achieving high customer satisfaction.
• Proficiency with remote technologies, including screen sharing and video conferencing tools.
• Exceptional communication skills, capable of conveying technical concepts to both technical and non-technical audiences.
• Self-motivated with the ability to manage workloads independently with minimal oversight.
• Experience in documenting technical solutions for knowledge bases.
• A collaborative mindset that contributes positively to an inclusive company culture.
• Familiarity with the K-12 private school sector or educational software is advantageous.

Career Growth Opportunities

We are committed to fostering a culture of continuous professional development. Our employees enjoy opportunities for growth and skill enhancement, particularly in technical support and customer engagement areas.

Company Culture And Values

We value diversity and inclusivity, striving to create an environment where all team members feel embraced and supported. We are dedicated to ensuring that every individual has access to opportunities and feels valued in their contributions.

Compensation And Benefits

The salary for this position ranges from (65,000 to )75,000 annually, with additional potential for bonuses. We take various factors into account when determining compensation, including local market conditions, experience, education, and internal equity.

Our Comprehensive Benefits Package Includes

• 3 weeks of vacation per year.
• 14 paid holidays annually, including a week off between Christmas and New Year’s Eve.
• 56 hours of paid sick leave each year.
• Medical, Dental, and Vision coverage.
• 401(k) retirement plan with company matching.

We invite you to join our mission-driven organization and make a meaningful impact on the educational landscape worldwide.

Employment Type: Full-Time