Key Responsibilities: - Provide prompt and professional technical support to administrators, teachers, and caregivers, using our Schools products. - Diagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking. - Assist users with setting up and configuring devices, ensuring they meet all necessary requirements for our products. - Identify, analyze, and resolve technical problems by employing appropriate troubleshooting techniques. - Documents and track all support interactions, including issues reported and resolutions provided through Zendesk. - Collaborate with the development team to report bugs, suggest improvements, and ensure timely resolution for issues. - Develop and maintain extensive knowledge for all our products, including new features and updates. Qualifications: - Proven experience as a Technical Support Representative or similar role, preferable in an education technology environment. - Strong knowledge of troubleshooting, device configuration and basic networking concepts. - Proficiency in using Zendesk and remote support tools. - Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner. - Strong problem-solving skills and the ability to work under pressure to meet deadlines. - Familiarity with various operating systems (Windows, macOS, iOS, Android, etc.) and web browsers. - Patience, empathy, and a positive attitude when dealing with users of varying technical proficiency. - Ability to work independently and as part of a team with a fast-paced environment.