Customer Support Advisor - Tier III

Screencastify•Chicago, IL

16h•$75,000•Hybrid

About The Position

Well, hello there 👋 Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary customer base today is in the K-12 education sector and we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a solutions-oriented Customer Support Advisor - Tier III to join our Squad! About this role We built the simplest and most reliable screen recorder in the world, but that’s only the beginning. Now our future is full of ambitious new goals, features, and products that will enable us to further expand the solutions we provide to our users and accelerate our already fast growth. As we continue to scale, we’re looking for a Customer Support Advisor - Tier III to join our team as a senior individual contributor. This role is ideal for someone who loves solving complex problems, supporting escalations, and improving support execution. As a Tier III Advisor, you’ll actively handle tickets and Tier I escalations, serving as a technical resource for the Support team and supporting the Head of Customer Support through execution and insight.

Requirements

Bring 3-5+ years of experience in Customer or Technical Support within a SaaS environment.
Have experience managing ticket queues and handling escalations.
Are familiar with Zendesk, Jira, and knowledge base tools.
Know how to troubleshoot complex, web-based products with confidence.
Have collaborated closely with Engineering and Product teams to resolve issues and improve outcomes.
Are an excellent written communicator with strong customer empathy.

Nice To Haves

Bring experience supporting technology and Google Workspace-based tools (preferred).
Have contributed to documentation or process improvements (preferred).

Responsibilities

Ticket Ownership & Escalations Manage a ticket queue, including complex cases and Tier I escalations.
Review, resolve, or guide escalated tickets with clear next steps.
Handle time-sensitive or high-impact customer issues.
Advanced Troubleshooting Investigate complex issues related to browser behavior, Chrome extensions, licensing, permissions, and integrations.
Determine root causes and when Engineering involvement is required.
Submit high-quality Jira tickets with clear documentation and reproduction steps.
Communicate technical findings and limitations clearly and empathetically to customers.
Team Enablement (non-managerial) Provide technical guidance and subject-matter expertise to Tier I and Tier II advisors.
Share best practices and troubleshooting approaches informally.
Contribute to internal documentation and Help Center content to reduce repeat issues.
Support for Leadership Surface trends, risks, and recurring issues with supporting examples.
Provide input on workflow and tooling improvements.
Support rollout and adoption of new processes defined by Support leadership.