Customer Support Specialist

Company Description TeachEdison is an education technology company focused on building high-performance software for educators. The team is currently developing EdisonOS, a powerful digital testing platform designed specifically for test-prep tutors. TeachEdison aims to streamline assessment creation, delivery, and analysis to improve teaching efficiency and learner outcomes. The company values innovation, reliability, and user-centered design in all its products, providing educators with tools that are intuitive and effective.
Role Description This is a full-time remote role for a Customer Support Specialist. The Customer Support Specialist will respond to customer inquiries via email, chat, and video calls, ensuring timely and clear resolutions. The role includes guiding tutors and educators through EdisonOS features, troubleshooting technical issues, and escalating complex problems to the product or engineering teams when needed. The specialist will document recurring issues, suggest improvements to support processes, and contribute to help center content and FAQs. Daily responsibilities also involve maintaining accurate records of customer interactions and collaborating with colleagues to enhance overall customer satisfaction.
Qualifications

• Strong customer-facing skills, including Customer Support and Customer Satisfaction capabilities.
• Excellent Interpersonal Skills to communicate clearly, empathetically, and professionally with diverse users.
• Technical Support skills to troubleshoot platform issues and guide users through digital workflows.
• Analytical Skills to interpret user feedback, identify patterns, and recommend process or product improvements.
• Clear written and verbal communication skills in English.
• Experience using ticketing or CRM systems (e.g., Zendesk, Freshdesk, HubSpot) is preferred.
• Previous experience in SaaS, edtech, or software support environments is an advantage.
• Ability to work independently in a remote setting, manage time effectively, and adapt to changing priorities.