Fast Facts

The Support Application Specialist at ParentSquare will be responsible for providing exceptional customer service by resolving complex support issues and improving the escalation process. This remote, full-time position plays a key role in enhancing family engagement in education through effective communication tools.

Responsibilities: Key responsibilities include resolving product issues, escalating tickets to relevant teams, maintaining knowledge of products, and recording customer feedback for continuous improvement.

Skills: Candidates should possess strong problem-solving, communication, and analytical skills, as well as experience with technical integrations and a proactive work attitude.

Qualifications: Preferred candidates have prior experience in support roles, particularly in educational technology (EDtech) and familiarity with SIS.

Location: The job is remote, working for a company based in Santa Barbara, CA.

Compensation: $55000 - $75000 / Annually

Support Application Specialist

Remote • Full-Time

Who we are

ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 18 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. 

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey. 

Who we’re looking for

 As a ParentSquare Support Application Specialist, you will have customer service and empathy in your DNA as you navigate escalations of complex customer issues that require in-depth knowledge and expertise. Your primary goal will be to provide exceptional customer service and resolve challenging problems in a timely and efficient manner. You also strive to improve the escalation process to ensure both support agents and clients have an exceptional customer service experience. 

This role will include: 

• Resolves product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system 
• Resolving support issues quickly and efficiently
• Escalating tickets to the integration services and engineering teams when unable to resolve 
• Maintaining updated knowledge of all company products and services in order to provide adequate education to customers
• Collect and record customer feedback and information, and share with appropriate departments and team members
• Work closely with support application manager and integration services to handle SIS migrations

Our Ideal Candidate will have: 

• Proven experience as a Support Application Specialist or in a similar role.
• Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)  
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Ability to work independently and collaboratively in a team environment. 
• Bring a proactive, self-motivated and positive attitude to work everyday
• Multitask with excellent attention to detail and communication skills
• Quick learner, tech savvy, and a desire to learn in a dynamic startup environment
• Be able to work a flexible schedule, including early mornings, evenings and weekends

The perks of working for us are great! 

You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide: 

• Employer-paid health insurance (including dependent coverage)
• Employer-match 401K retirement savings program from day 1 of employment
• Stock options
• Paid Family Leave 
• Health + wellness reimbursements
• Generous PTO 
• 15 paid holidays, including your birthday!  

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive. 

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This role will have a salary between $55,000-75,000, DOE