Team Satchel has been leading the way with education management and distance learning products since 2011, and is now in 1 in every 3 UK schools. Our US entity, Satchel Pulse, is almost three years into it's journey and is quickly becoming synonymous with it's cutting edge wellbeing, culture-climate and SEL solutions. Our products are unrivaled in the marketplace, and as a result, we've seen incredible growth, meaning we're now looking for additional Technical Support positions to allow us to best serve our customers in a timely and effective manner. We're looking for someone who can demonstrate commitment, a fantastic work ethic, and a willingness to go above and beyond. Creativity, maturity and a sense of personal accountability, coupled with a foundation level of technical expertise are vital for success in the role. We're a small, well-connected and ever-changing team of value-driven professionals, and whilst we operate remotely, have fostered a great working culture that's constantly developing. The Role This role is great for those who are interested in helping customers! We rely on support to not just fix the caller's issue, but to identify things we can build to make their life easier. Your enthusiasm gives you insight that ultimately makes us a better company. Through this position, you will be able to explore where you want to take your career in tech. Our company culture has created a promising environment for career advancement and rewarding challenges. A few of our former support specialists have gone on to become leaders within Satchel. Position Duties: • Act as a first line of support for incoming support emails/calls/messages • Becoming a product expert to ensure you can best serve our customers • Managing and effectively utilising the internal ticketing system. • Perform "triage" on all inbound support requests • Decide on customer issue and communicate with the most appropriate team member. • Work with multiple teams to find, analyse, and resolve client issues. • Communicate the root cause to clients in non-technical terms. • Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed. • Provide recommendations to the Product team about how to improve customer experience. • Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts. Candidate Requirements: • An eager, bright and proactive professional with experience working with ticketing systems • Ideally someone who's supported SaaS platforms in a fast paced environment • BS in Computer Science, Information Systems or equivalent preferred • Excellent problem solving and analytical skills • Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process) • Ability to convey technical information to a general audience • Aptitude for learning new technologies quickly • Extremely detail-oriented and highly organized • Ability to prioritize tasks and carry out responsibilities with minimal direction Job Type: Full-time Salary: From $40,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off • Parental leave • Professional development assistance • Referral program • Vision insurance Schedule: • 8 hour shift • Monday to Friday Work Location: Remote