Technical Support Associate (Contractor)

Ignite Reading

2d • $35 - $35 • Remote

About The Position

Ignite Reading is a mission-driven public benefit corporation dedicated to improving reading proficiency in students, particularly those struggling by the third grade. They provide one-to-one virtual tutoring using Science of Reading-based instruction to close decoding gaps. The organization emphasizes a diverse team and seeks candidates with lived experience in social justice, diversity, equity, and inclusion. This role is a contract position within the Customer Experience Team for the fall tutoring term, reporting to the Lead Sr. Manager, Technical Support. The primary focus is to resolve day-to-day technical issues during live tutoring sessions to ensure smooth instruction for tutors, students, and school partners.

Requirements

• 1+ year in a technical support or customer support role, or equivalent experience supporting customers
• Experience supporting customers across channels such as tickets, email, chat, and screen shares
• Comfort troubleshooting audio/video and connectivity issues in a virtual or web-based environment
• Strong written communication with a friendly, empathetic, and professional tone
• Exceptional attention to detail and organizational skills; able to manage multiple tickets simultaneously
• Comfort with AI-assisted workflows while maintaining quality standards and personal accountability for customer outcomes
• Self-directed and reliable in a fully remote environment

Nice To Haves

• Familiarity with Ignite Reading's program strongly preferred; current or former Ignite Reading tutors especially encouraged to apply
• Experience with Lessonspace or similar virtual classroom tools a plus
• Experience with HubSpot, or a comparable CRM/help desk platform, preferred

Responsibilities

• Serve as the first point of contact for student technical concern tickets submitted by tutors, primarily audio/video issues in Lessonspace, our virtual classroom platform
• Triage incoming tickets in HubSpot's Help Desk and route or escalate to the appropriate internal team when needed
• Perform basic (Level 1) troubleshooting to diagnose and resolve common connectivity, audio, and video issues
• Use HubSpot macros and AI-assisted drafting where appropriate to deliver clear, accurate, and personalized responses quickly while maintaining empathy and technical accuracy
• Communicate professionally and warmly with tutors and school partners, representing Ignite Reading in every interaction
• Meet or exceed established SLAs, including first response time, first resolution time, and CSAT survey targets
• Escalate, while continuing to manage, cases that require Level 2 or Support Engineer involvement
• Build a working knowledge of the Ignite Reading Platform and how it integrates with Lessonspace and other partner tools
• Contribute to knowledge base articles, macros, and troubleshooting guides based on resolved cases

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed