Technical Support, Tier 1 Product - EdTech (remote)

COMPANY OVERVIEW
Securly, Inc. is the definitive leader in K-12 student safety and wellness solutions, protecting over 20 million students across 20,000 schools worldwide. Our AI-driven safety solutions have established us as one of the fastest-growing EdTech companies, consistently recognized as EdTech Product of the Year and a Top Place to Work three years running. Through innovative technology and data-driven insights, we're revolutionizing student safety and digital well-being in education.

Summary:
As a Tier 1 Support specialist, you will be the frontline for Securly’s support services, delivering exceptional customer service and technical assistance to K-12 School Districts. You will manage inbound calls, voicemails, and tickets, focusing on providing timely and effective resolutions or escalating issues when necessary. This is an excellent opportunity for individuals who are eager to develop foundational technical skills and gain experience in computer networking and security.

• Pay: $24-26.44 per hour
• Classification: Non-exempt (overtime eligible)
• Location: Fully remote position/Work from home (Must resid in theUS, US-based)
• Comfortable working Monday to Friday, 8 am to 5 pm Pacific time zone, with flexibility to handle high call/ticket volumes.
• Full company benefits package included

What You Will Do:

• Serve as the first point of contact for customer inquiries through phone, chat, and email.
• Provide prompt and accurate first-line support, troubleshooting, and resolution for a variety of technical issues.
• Handle all incoming tickets from the new queue.
• Escalate unresolved issues to Tier 2 or other appropriate teams within SLA times, with proper documentation and communication.
• Update customer tickets with detailed notes on troubleshooting steps taken, status, and next actions.
• Maintain a high level of customer satisfaction through professional, courteous, and empathetic communication.
• Contribute to internal documentation and knowledge-sharing efforts to improve overall team efficiency.

Preferred Qualifications, Skills, and Experience:

• 1+ years of experience in product support, technical support, service desk, or help desk role is preferred.
• Basic understanding of IT, networking, and systems, with a willingness to learn more advanced concepts.
• Strong troubleshooting skills and a passion for problem-solving.
• Excellent communication skills, with the ability to explain technical concepts to non-technical customers.
• Ability to work in a fast-paced environment and handle multiple tasks efficiently.
• Comfortable working Monday to Friday, 8 am to 5 pm Pacific time zone, with flexibility to handle high call/ticket volumes.
• Technical certifications or coursework in IT/networking/security are beneficial but not required.

Key Expectations:

• Remain in the ticket queue throughout your shift, handling calls as they come in unless there is a ticket backlog.
• Address voicemails promptly and work through them in the order received.
• Ensure all tickets are addressed, escalating appropriately when necessary.

Wellness & Benefits Overview

At Securly, we prioritize the holistic well-being of our employees, recognizing that a healthy work-life balance, mental nourishment, and physical wellness are key to professional satisfaction and personal happiness.

What We Offer:

• Competitive Compensation: Robust salary structure complemented by performance incentives.
• Health and Financial Wellness: Comprehensive health, dental, and vision insurance, with a 401(k) match.
• Parental Leave: 12 weeks of fully paid parental leave.
• Work-Life Balance: unlimited time off vacation plan, paid holidays, summer Friday half-days, and a full week of paid leave at year-end.
• Professional Development: $1,000 annual stipend to support your growth.
• Remote-First Culture: Flexibility to work where you are most productive.

Securly is an Equal Opportunity Employer
We are committed to diversity and inclusion, welcoming candidates from all backgrounds to bring their unique perspectives to our team. If you need accommodation during the application or interview process, please contact [email protected]
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