Technical Support Specialist

Company Description

At Capti, our mission is to transform literacy solutions and empower students to reach their full potential. We combine innovative literacy technology with expert professional learning to improve reading outcomes nationwide. Our flagship product, ReadBasix, is a validated foundational reading platform that quickly and reliably identifies the root causes of secondary students’ reading difficulties—including characteristics of dyslexia—and provides actionable data to guide instruction. Our experienced Literacy Team partners with educators to interpret assessment data, optimize curricula and interventions, and deliver targeted, research-based professional development.

Capti is at the forefront of integrating artificial intelligence (AI) and natural language processing (NLP) into literacy research, leveraging these technologies to improve assessments and inform data-driven interventions.

To learn more, please visit capti.com.

Position Overview

Capti is seeking a reliable and tech-savvy Technical Support Specialist to handle day-to-day customer support and operational tasks for our educational technology platform. The ideal candidate is experienced in customer service, familiar with edtech tools, trustworthy with sensitive data, and able to multitask in a dynamic environment. You will report directly to the Director of Support, who will provide training and oversight.

Responsibilities

• Manage user account set up and rostering using platforms like Clever and Classlink, including file handling to support accounts efficiently.
• Provide exceptional customer service via phone and email, handling inquiries and troubleshooting in high-stress situations with patience and a positive attitude.
• Utilize ticketing systems (starting with Google Forms and scaling to dedicated software) to track, prioritize, and resolve support requests.
• Create detailed bug reports in Jira, investigate issues, and collaborate on resolutions; a basic understanding of software development is a plus.
• Develop step-by-step guides with screenshots (e.g., using Scribe or similar tools) for new and existing features to assist users.
• Produce tutorial videos demonstrating product features, ensuring they are clear, concise, and user-friendly.
• Research competitor products and features (e.g., analyzing tools like FastBridge for integration insights) and document findings to inform product improvements.
• Assist with marketing tasks during support downtime, such as content creation or campaign support, to align with the cyclical nature of the role.
• Diligently record all support interactions, demonstrating empathy and understanding for the unique challenges faced by schools and educators.
• Create and send emails to clients summarizing feature updates.

Requirements

• 3-5 years of proven experience as a customer service representative, preferably in a tech or edtech environment, with strong phone and email communication skills.
• 9-5pm working hours, depending on location. 
• Familiarity with educational technology tools like Clever, Classlink, and other file handling for account management and data transfer.
• Experience with ticketing systems and bug tracking tools like Jira; ability to learn new software quickly.
• High level of trustworthiness and discretion when handling sensitive data; must be proficient in using VPNs and maintaining strong internet security practices.
• Comfortable with technology and quick to adapt; highest-level access will be granted to perform tasks effectively.
• Strong organizational skills with the ability to multitask, prioritize, and maintain accurate records.
• Positive, patient demeanor with excellent problem-solving abilities, especially in supporting diverse user needs.
• Bachelor's degree in a related field (e.g., Information Technology, Education, or Communications) or equivalent experience preferred.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.

This position is fully remote, with a preference for candidates located within driving distance of Buffalo, New York. The role may require occasional office visits. Candidates must be based anywhere in the United States.

Benefits, Perks, and Compensation

• Work remotely from anywhere in the United States.
• Schedule flexibility with unlimited PTO (within reason).
• Opportunity to grow in a fast-paced ed-tech startup.
• Friendly, relaxed, flexible, and meritocratic company culture.
• Compensation will be based on experience and location. 
• $51,000-$60,000 annual salary.

How to Apply

Please submit your cover letter and resume to [email protected].