Support Application Specialist

ParentSquare

18h•$60,000 - $71,000•Remote

About The Position

A ParentSquare Support Application Specialist is a true champion for our customers, with customer service and empathy built into their DNA. You’ll serve as the point of escalation for the support team and will be directly interacting with users across email, chat, and phone. You know our product inside and out, solving tickets quickly and efficiently without ever sacrificing the customer experience. When issues require escalation, you act as the intermediary to ensure no detail is missed. Beyond direct support, you play a critical role in strengthening our customer support operations. You’ll develop, implement, and maintain the policies, procedures, and software that empower our support teams to deliver consistently excellent service. By analyzing support interaction data, you’ll identify opportunities for product improvements and collaborate cross-functionally to elevate the overall customer experience with ParentSquare and Remind. You’ll also validate and manage escalations to ensure timely resolution. Your work directly impacts our ability to grow, continuously improve, and provide the passionate, extra-mile support our customers deserve. Most importantly, you’re someone who shares in our passion for improving the lives of students through communication.

Requirements

2–4 years in technical or application support (SaaS/EdTech preferred).
Proficiency with ticketing systems (Zendesk ideal) and escalation workflows.
Strong troubleshooting, communication, and problem-solving skills.
Bachelor’s degree, or equivalent work experience.

Nice To Haves

Familiarity with SIS systems, rostering, or API integrations is a plus.

Responsibilities

Provide Tier 3 agent and application support, including troubleshooting software applications, answering questions, and providing guidance to promote efficient use.
Resolve support issues quickly and efficiently, clarifying customer needs and identifying the best solutions while ensuring a positive experience.
Maintain updated knowledge of all company products and services to effectively educate and assist customers.
Take detailed notes of customer interactions in the ticketing system to ensure accurate records and follow-up.
Escalate tickets to integration services or engineering teams when issues cannot be resolved directly.
Identify, record, prioritize, investigate, and resolve incidents and problems to ensure service continuity.
Coordinate and document changes or updates to support applications, including planning, testing, and implementation to safeguard functionality and performance.
Work closely with engineering to manage SIS migrations and related projects.
Manage product releases, including planning, coordinating, and communicating activities to support teams for smooth transitions.
Monitor and maintain support processes, macros, and tools to ensure efficiency and accuracy.
Generate reports and analyze data regarding application usage, performance, incidents, and processes to identify trends and improvement opportunities.
Collect and record customer feedback, sharing insights with cross-functional teams for continuous improvement.
Partner with development, infrastructure, integration services, sales, and security teams, as well as business stakeholders, to meet support application requirements and align solutions with organizational needs.
Collaborate with our BPO partner to ensure alignment on support processes, escalations, and service quality, driving consistency across internal and external support teams.