L2 Product Support Specialist

**L2 Product Support Specialist**
- Fully Remote Position - APAC Region_

Are you passionate about learning and technology? Do you aspire to change the way the world learns? Do you want to work from anywhere in a flexible, collaborative and inclusive work environment? If you answered yes to any or all of those questions, we want to talk to you

**About Class**

Class is a next-gen video conferencing platform that enables new capabilities and possibilities in virtual spaces. Class Technologies Inc was founded by software pioneer Michael Chasen with a vision to change the way the world learns. Our people and technology are at work with more than 1,500 institutions around the globe. Class is backed by prominent board members and investors, including current Zoom board member Santi Subotovsky, and education and technology leaders like SoftBank, Salesforce Ventures, GSV Ventures, and American quarterback and entrepreneur, Tom Brady.

Class is a remote company (you can work from anywhere), with staff around the world.

**Who We Are Looking For**

Our growing EdTech company is looking for a skilled problem solver to join our team as an L2 Product Support Specialist. This person will assist fellow product support specialists, other Class teammates, and our call center team in resolving customer-reported issues and surfacing product feedback. In addition, this highly visible role includes interacting with members of the entire Class team, including executives, engineers, and product managers.

L2 Technical Support Specialist's responsibilities include resolving escalated customer queries, recommending solutions, and guiding fellow product support teammates through resolutions.

To be successful in this role, you should have strong troubleshooting and problem-solving skills and be a product-driven individual with the ability to quickly build a deep technical understanding of our products.

Ultimately, you will help establish our reputation as a company that offers a world-class product experience.

**Responsibilities**
- Support our non-US user base on occasion, outside of US business hours. This will be infrequent but is critical to our success.
- Support and mentor our call center team colleagues, regularly ensuring they are equipped with the shared knowledge to support our users.
- Support our product, customer success, and engineering team members on customer-facing video calls.
- Maintain a high level of professionalism with internal teams and customers, consistently striving to establish a positive rapport. Work collaboratively with the larger Class team, including our product, customer success, and engineering teams.
- Build a thorough technical knowledge of the Class product and its capabilities. Thoroughly learn the Class front-end user experience, and gain a working knowledge of the back-end technical stack.
- Escalate issues according to defined escalation paths.
- Work comfortably with Jira to maintain up-to-date and accurate ticket and product information.
- Articulate technical information to various technical and non-technical audiences.
- Participate in strategy-based conversations and decision-making processes, helping to build a world-class Product Support organization.

**Qualifications and Skills**
- Bachelor’s Degree preferred, or equivalent work experience.
- 4+ years of relevant experience in a customer-facing support organization for a technology company.
- Previous experience acting as a Customer or Product Support escalation point.
- Experience working at a startup.
- Excellent communication and problem-solving skills.
- Proficient knowledge of using Jira, Mac OS, Windows, Chromebooks, Mobile devices, and Zoom.
- Familiarity with educational technology is a plus.

**Job Type**:
Full-time

**Location**:
100% Remote

**% of Travel**:
0 - 5%

**Physical Requirements**:
Prolonged periods of sitting at a desk and working on a computer. Include any additional physical requirements for the position here.

Class Technologies is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

We're committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking continued steps to meet that commitment.

We especially encourage members of traditionally underrepresented communities to apply, including women and other gender minorities, people of color, LGBTQIA people, veterans, and people with disabilities.