General Support Technician

EduTrak is a fast moving, boundary breaking company that provides innovative technology solutions to schools and service companies across North America. Our solutions quickly move organizations from idea to delivery, producing immediate results that impact the bottom line.

We are looking for a candidate to join our Support team as a General Support Technician. The ideal candidate excels at learning quickly, has a desire to grow, and is highly organized. They should feel confident on the phone while being a sympathetic listener, cooperative, and building lasting relationships. They should be comfortable with steady, and organized work flows within a stable, secure team. They should strive for organization and tidiness. If the job requires making decisions, such decisions will be made in close conference with the team and supervisors. When the job requires work to be completed under time pressures or in changing situations, management will provide close support and encouragement.

Job Details

• Full-time
• Monday-Friday 8:00 am – 4:30 pm C
• Entry level position
• Fully Remote Work
• 20+ Years of Proven Industry Experience in Education Software
• Dedicated Manager who is committed to you and your success
• Opportunities for growth and career advancement

Benefits

• Health insurance - Healthcare plans: Company contribution rate: 50% for employee-only or family plan
• Medical and Dental Insurance
• PTO and sick leave

Responsibilities

1. Answering the general 800 number in a round-robin order.

a. Creating tickets from these calls

b. Noting the questions asked and the recommended solutions

c. If you are unable to answer the questions, reassure the customer that a Product Specialist will be reaching out via email to schedule an appointment.

d. Please make sure that whatever issue or question was unable to be answered is thoroughly documented in the ticket.

e. Checking Voicemails and creating tickets from them or associating the message to existing tickets.

2. Being proficient in Badge Levels 1 and 2 in all support-related badges.

a. Attend weekly badge trainings (product knowledge).

b. Complete required training materials.

3. Closing Tier 1 (Badge levels 1 and 2) tickets via phone calls and email.

4. Working with customers to use best practices and supported configurations.

a. Asking questions to investigate the root of issues, (improper configuration or best practices).

5. Works with the Support Manager to elevate tickets to Product Specialists

6. Creates detailed Foundry issues and assigns them to Product Specialists for approval.

a. These may be bugs or enhancement requests.

7. Responding to user emails regarding registration, connecting to families, adding payment method issues, and checkout errors.

8. Strives to answer and resolve 80% of support tickets and calls.

a. Using product curriculums and Knowledge Base articles as a reference and resource.

9. Prioritize emergency tickets.

Requirements

• For remote positions internet speeds of 50Mb per second required
• Fluent using Gmail, phone, Zoom, and Hubspot ticketing software.
• Comfortable in front of a computer camera
• Excellent communication skills, both written and verbal
• Strong understanding of software and software configuration
• Comfortable interacting with customers at all levels within their business
• 4 year college degree (Preferred)
• High school or equivalent (Required)
• US work authorization (Preferred)
• In order to be considered for this poisiton you must fill out the predictive index https://assessment.predictiveindex.com/bo/4432/GeneralSupportTechnician_Feb2026_15384

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Opportunities for advancement
• Paid time off
• Paid training
• Vision insurance

Application Question(s):

• Please fill out our assessment to be considered for the position. https://assessment.predictiveindex.com/bo/4432/GeneralSupportTechnicianFeb202615384

Education:

• High school or equivalent (Required)

Ability to Commute:

• Albany, MN 56307 (Required)

Work Location: In person