T1 Support Specialist

Level Data, a fast-growing SaaS company in the education technology field, is seeking a Tier 1 Customer Support Specialist to join our team. Our goal is to empower educators and school districts by providing reliable data that helps them focus on what matters most—their students. As an organization, we value listening first and assuming positive intent, and we are committed to delivering quick, high-quality support to our customers.

About Us: At Level Data, clean, reliable data is the foundation of effective decision-making in K-12 education. Our simple solutions ensure school districts receive data they can trust, enabling educators to make informed choices. We're committed to quality, trust, and collaboration and looking for a like-minded individual to join our dynamic team.

As a Tier 1 Customer Support Specialist, you will be the first contact for our customers. You will provide frontline support by managing inbound cases received through online forms, email, or phone calls. Your role is essential in making sure our customers have a smooth experience by troubleshooting technical issues, guiding them on product use, and responding to their concerns professionally and quickly. Here’s what we’re looking for:

1. Manage the full lifecycle of support cases: You will handle and resolve support cases that come in via online form, email, or telephone, troubleshooting and documenting each case throughout its lifecycle. You will also document known solutions for common problems in the customer support knowledge base.

2. Communicate and guide users: You will guide users on how to use our products, and keep them informed of the progress made on their cases and any new product enhancements or bug fixes.

3. Ensure customer satisfaction: You are responsible for providing quality support to customers in a professional, timely, and fair manner at all times.

Qualifications

• Positive and professional attitude with exceptional written and verbal communication skills, strong interpersonal, time-management, and organizational abilities.

• Strong technical and problem-solving skills, with the ability to quickly learn new software, troubleshoot issues, and clearly document complex problems.

• Experience in a technical/software support position, with helpdesk software like Zendesk

Why Join Level Data?

At Level Data, you'll join a passionate team dedicated to transforming lives within the education technology industry. We emphasize teamwork, transparency, and a strong commitment to quality and trust. We provide a flexible work environment and opportunities for professional growth. Your work will make a meaningful difference by helping educational leaders make informed decisions that benefit students. Are you ready to contribute to a culture of trust and collaboration while empowering educational leaders?