TeachTown is seeking a Technical Client Support Specialist to join our Technical Product Team. Candidates will have exceptional customer service skills and specialize in application troubleshooting. They will be responsible for tier 2 customer support including technical escalations, issue triage and technical requests via phone, email, or chat. They will be well versed in the technical side of our products to offer customers insights, tips on how to use features, and troubleshoot issues in a timely manner. They will work closely with the Client Success Managers and Account Managers to ensure an overall positive experience with TeachTown. This role is remote but will have dedicated support hours for coverage.
Respond promptly to technical support requests including technical client inquiries, issue triage, and requests via phone, email, tickets or chat in a professional manner
Assist clients with Tier 2 technical and product support.
Direct/Escalate requests and unresolved issues to the designated resource
Troubleshoot, analyze, and report product errors, failures, or malfunctions to the product team
Manage a detailed record of client interactions and transactions, including useful comments and feedback, according to standard operating procedures.
Develop and maintain working knowledge of current products and services offered by TeachTown.
Investigate, resolve, and provide root cause analysis on reported application issues
Effectively communicate timely updates to customers through the appropriate incident tracking tools
Build and maintain knowledge of the database backend, integrations, and business flows to assist with technical issue investigation and resolution
Work seamlessly with the engineering team to improve issue resolution time
Help create technical documentation, including Knowledge Base articles
Document, review, and approve product bug and enhancement requests
Other duties as assigned
2+ years of successful experience in a technical support or customer service role, preferably in either SaaS or education technology
2+ years of experience working with software support or a technical role in a corporate setting
1+ year of technical issue triage experience working in a customer support role including experience with environmental factors: browsers, operating system, app store and types of hardware
Working knowledge of remote service tools and help desk software
Proven knowledge of customer relationship management best practices.
Proven analytical and problem solving skills
Exceptional written and verbal communication skills
Proven experience with effectively managing multiple assignments with a sense of urgency, structure, and attention to detail
Proven experience working both independently and as part of a team and communicate at all levels of the company
US work authorization is required
Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.
TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curriculum scope and provide personalized learning for each student, in a highly scalable manner.
TeachTown is supported by Bain Double Impact, the impact investing strategy of Bain Capital, a leading private equity firm. The business is headquartered in Woburn, MA.
All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture and required.