Customer Support Analyst (EdTech)

TL;DR

Customer Support Analyst (EdTech): Providing technical support and problem-solving for the hirify.global and Book Creator platforms with an accent on diagnosing browser-based software issues and maintaining high CSAT scores. Focus on investigating complex bugs, reporting issues to the engineering team, and translating technical solutions for educators.

Location: Remote (Must be based in Colorado or other locations within MST/CST time zones)

Company

hirify.global is a leading digital classroom platform empowering over 70 million users worldwide to enhance the educational experience for students and teachers.

What you will do

• Handle customer inquiries via email and chat, diagnosing technical issues for hirify.global and Book Creator.
• Maintain high CSAT scores and meet response time benchmarks.
• Investigate complex bugs and integration hurdles to provide thorough and lasting solutions.
• Conduct screen-shares and calls to guide users through difficult technical situations.
• Collaborate with engineers to report bugs effectively and facilitate their resolution.
• Act as a subject matter expert by contributing to the internal knowledge base.

Requirements

• 3+ years of experience in a customer-facing role, preferably within a SaaS or fast-paced tech environment.
• Strong critical thinking skills and experience troubleshooting browser-based software.
• Ability to translate complex technical explanations into simple, friendly steps for non-technical users.
• Must be based in Colorado or within MST/CST time zones.
• Proficiency with tools such as HubSpot, Intercom, or Slack.
• Ability to thrive in a remote or distributed team environment.

Nice to have

• Interest in EdTech or prior experience working with schools and teachers.

Culture & Benefits

• People-first employer focused on a mission to build the future of education.
• Collaborative environment with a diverse team of startup veterans and big tech professionals.
• Continuous learning opportunities, including subsidized course fees and certifications.
• Free access to Udemy and other professional development resources.
• High-impact role contributing to a platform used by 70M users in 175 countries.