Product Support Specialist (Help Desk) Temporary (June-October)

Description:

At ClassLink, we believe learning should be accessible, engaging, and empowering for every student, every educator, everywhere. That’s why we build secure, intuitive tools that empower more than 26 million students and educators worldwide. From simplifying access with single sign-on, to advancing equity with usage analytics, to automating secure rostering, our platform helps schools focus on what matters most: teaching and learning.

We’re not just building tools, we’re building what’s next in education. By removing barriers and enabling data-driven decisions, our solutions help educators lead with confidence and students thrive in and out of the classroom every day.

Our team is driven by purpose and grounded in three core values:

• Strive to Grow - always learning, improving, and innovating.
• Deliver Worthwhile Experiences - for our users, our partners, and each other.
• Contribute with Heart - putting people first in everything we do.

These values shape how we work, innovate, and support the communities we serve. If you’re ready to do work that makes a real difference, and grow alongside a team that values collaboration, support, and continuous improvement. ClassLink is the place for you.

As a temporary Product Support Specialist at ClassLink, you will play a critical role in providing technical assistance to end-users and customers. You will be responsible for ensuring that ClassLink products and services are operating at their best and meeting customer expectations. You will work closely with other members of the product support team to troubleshoot issues and provide timely resolutions to customer concerns.

This is a temporary position starting June 1 - October 30

We have a few shifts available:

Eastern time:

7:00AM-3:00PM

8:00AM-4:00PM

9:00AM-5:00PM

10:00AM-6:00PM

Responsibilities:

• Provide first-level technical support to customers via phone, live chat, email, and remote sessions.
• Troubleshoot technical issues with ClassLink products and services.
• Monitor and manage support tickets in our ticketing system, ensuring timely resolution and accurate documentation.
• Escalate unresolved issues to appropriate internal teams and follow up until resolution is achieved.
• Maintain accurate and up-to-date records of customer interactions and issue resolution in the company's CRM system.
• Continuously improve customer satisfaction by actively seeking feedback and working to implement solutions that meet their needs.

NOTE: This job description is not intended to be all-inclusive. Employees may be asked to perform other related duties as negotiated to meet the ongoing needs of the organization.

Requirements:

About You:

• You are a customer-focused individual with a passion for solving problems
• You have excellent communication skills and are able to explain technical concepts to non-technical audiences
• You have strong analytical skills and are able to troubleshoot complex technical issues
• You have a strong attention to detail and are able to maintain accurate records of customer interactions and issue resolution
• You are a team player who enjoys collaborating with others to achieve common goals

Requirements:

• Associate’s or Bachelor's degree in Information Technology or a related field preferred
• 1+ years of experience in technical support or customer service.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
• Experience using support ticketing systems and CRM software is a plus

Benefits:

• Retirement: 401(k) with 0.5:1 company match
• Comprehensive Health Coverage: Medical, dental, and vision plans

At ClassLink, we believe the best ideas come from bringing together diverse perspectives. We are committed to building a team that reflects the diversity of the communities we serve and fostering a workplace where every team member feels valued, respected, and empowered to grow.

ClassLink is proud to be an equal opportunity employer. We welcome candidates of all identities, backgrounds, and experiences, and we do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected characteristic.

ClassLink is powered by passionate people dedicated to improving learning in classrooms everywhere. We do this by creating and delivering great products and having fun along the way. Learn more about us at www.classlink.com.