Support Specialist, Contract

Summary

Handshake is a career network for the AI economy trusted by 20 million knowledge workers, 1,600 educational institutions, and 1 million employers. This is a 6-month contract Support Specialist role providing email and phone support to employer, student, and career services users, with potential for extension or conversion to permanent position.

What you'll do

Resolve 20-30 email tickets and ~10 phone calls daily (90% of time); attend team meetings (5%); complete administrative tasks (5%). Troubleshoot technical issues, build and troubleshoot custom reports, use demo environments and internal tools, manage cross-functional issues between Customer Support, Success, Product, and Engineering. Provide tailored responses while building customer relationships and improving user experience.

Requirements

Technical aptitude to learn tools quickly; excellent verbal and written communication; strong attention to detail and troubleshooting skills; ability to learn independently and research third-party systems; high emotional intelligence and empathy; critical thinking and problem-solving; resilience with change and ambiguity. Bonus: ZenDesk experience, programming/IT/data analysis background, EdTech or Higher Ed experience, enterprise SaaS support background, cross-functional communication experience.

Conditions

6-month contract, Monday-Friday, 8am-5pm Eastern time. Must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI if remote. 40 hours per week. Must be US-based and not a current student. Not eligible for work from home outside specified states.