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Tier 2 Tech Support Specialist

Waterford.org • United States, United States • 2w ago

Job Details

Job Location

Remote - Anywhere

Remote Type

Fully Remote

Position Type

Regular

Salary Range

$24.33 - $32.92 Hourly

Job Category

Information Technology

Description

Waterford.org is seeking a Tier 2 Technical Support Specialist to provide high-level support for our products and services. You will serve as a key point of contact for caregivers, educators, and school partners by addressing technical issues through phone, email, chat, and video conferencing.

This role requires a strong technical foundation, exceptional communication skills, and the ability to work cross-functionally to resolve more complex issues. As a Tier 2 specialist, you will not only troubleshoot issues but also help identify trends, contribute to documentation, and work closely with our Product and Engineering teams to improve the user experience.

Key Responsibilities:

Provide Tier 2-level support via phone, chat, email, and Zoom for caregivers and school partners.

Troubleshoot technical issues related to Waterford's web-based platforms, mobile apps, and organization-provided devices.

Accurately log, track, and resolve support cases using a CRM system (e.g., Salesforce Lightning).

Investigate and reproduce reported issues; escalate when necessary to Product, QA, or Engineering teams.

Identify and flag known issues and defects using JIRA and other tracking tools.

Leverage existing documentation (Help Center articles, video tutorials, internal knowledge base) to resolve cases.

Author or contribute to Knowledge Base articles when new solutions are identified.

Support user onboarding, training, and ongoing technical education via customer engagement initiatives.

Update and maintain accurate user contact and account information.

Collaborate with cross-functional teams to ensure seamless issue resolution and product improvements.

Transfer calls or cases to appropriate departments when needed.

Provide first-call resolutions whenever possible.

Other duties as assigned.

Continuously champions, promotes, and advances diversity, equity, and inclusion at Waterford.org

Required Qualifications:

1+ years of experience in a Technical Support or Customer Service role, preferably in SaaS or EdTech environments.

Experience with CRM systems, preferably Salesforce Lightning.

Strong troubleshooting skills across web applications, mobile platforms (iOS/Android), and end-user hardware.

Proficiency in diagnosing and resolving browser-related issues (e.g., caching, cookies, extensions).

Familiarity with cloud-based platforms and technologies.

Excellent verbal and written communication skills.

Ability to explain technical concepts to non-technical users clearly and compassionately.

Strong attention to detail and ability to document steps and resolutions accurately.

Proven ability to work independently and manage a high volume of support cases and calls within defined SLAs.

A calm and confident demeanor under pressure with excellent customer-facing communication.

Self-motivated and eager to learn new tools, technologies, and processes.

Comfortable working in a fast-paced, collaborative, and remote team environment.

Preferred Qualifications:

CompTIA, Microsoft Certifications, NET+, or equivalent technical training/ experience.

Experience working with JIRA or other issue-tracking systems.

Previous experience supporting educational software or working in an EdTech company.

Bilingual (Spanish-speaking) or multilingual

Experience with accessibility tools or supporting diverse user needs.

Experience with third-party rostering/ SSO implementations (e.g., Clever, Classlink, OneRoster, etc.)

About Waterford.org

Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.

Our Commitment to Equity & Inclusion

Waterford.org's commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a mission-driven organization, and diversity, equity, and inclusion (DEI) are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children, families and caregivers in underserved communities. At Waterford, we actively seek talent who bring different backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.

Working at Waterford.org

Waterford.org team members are located across the United States and primarily work from home. We anticipate this full time, hourly position will pay $24.33 - 32.92 per year depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.

Waterford.org Employee Growth & Applications

At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.

Equal Opportunity Employer

Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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