Headquartered in Clifton, NJ, ClassLink is a leading education technology company serving schools around the world.

ClassLink empowers over 21 million students and staff with instant access to a library of 6,000+ single sign-on apps from in the classroom or at home.

ClassLink Analytics provides essential usage data, so instructors can measure engagement and leaders can make informed purchasing and training decisions.

ClassLink Roster Server and OneSync use automation and open standards to make rostering and provisioning easier, more secure, and less time-consuming.

As a Product Support Specialist at ClassLink, you will play a critical role in providing technical assistance to end-users and customers. You will be responsible for ensuring that ClassLink products and services are operating at their best and meeting customer expectations. You will work closely with other members of the product support team to troubleshoot issues and provide timely resolutions to customer concerns.  

This is a temporary position.

Responsibilities:

• Provide first-level technical support to customers via phone, email, and remote sessions.
• Troubleshoot technical issues with ClassLink products and services.
• Monitor and manage support tickets in our ticketing system, ensuring timely resolution and accurate documentation.
• Escalate unresolved issues to appropriate internal teams and follow up until resolution is achieved.
• Maintain accurate and up-to-date records of customer interactions and issue resolution in the company's CRM system.
• Continuously improve customer satisfaction by actively seeking feedback and working to implement solutions that meet their needs.

About You:

• You are a customer-focused individual with a passion for solving problems
• You have excellent communication skills and are able to explain technical concepts to non-technical audiences
• You have strong analytical skills and are able to troubleshoot complex technical issues
• You have a strong attention to detail and are able to maintain accurate records of customer interactions and issue resolution
• You are a team player who enjoys collaborating with others to achieve common goals

• Associate’s or Bachelor's degree in Information Technology or a related field preferred
• 1+ years of experience in technical support or customer service.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
• Experience using support ticketing systems and CRM software is a plus