Contractor Technical Support Contractor

It has never been more important that students around the world have the tools and support to learn through digital instruction. NoRedInk helps students become better writers in more than 60% of middle and high schools in the U.S. Our adaptive curriculum engages learners by personalizing exercises to their interests, guiding them step-by-step through the writing process, and boosting their skills through differentiated practice. We’re relentlessly focused on helping all students harness the power of the written word.

Back-to-school is our busiest period, as millions of teachers and students get started using NoRedInk for the year. We’re looking for an effective, efficient, and empathetic communicator to supplement our small full-time support team during this high-volume period. Working largely independently but with plenty of resources and team check-ins, you’ll craft answers to customer emails and enable our users to have the best possible experience.

This temporary contract position lasts until October 31st, 2025, involving 30-35 hours of work per week. Candidates should be available to work shifts between 8 am and 5 pm ET.

In this role, you will:

1. Provide ongoing support to teachers and students through our email-based ticketing system (Zendesk)
2. Become an expert on our product and serve as our customers’ primary point of contact for troubleshooting and general product inquiries
3. Learn and follow NoRedInk’s support guidelines and processes to work efficiently and effectively
4. Identify and escalate user bugs and pain points
5. Attend meetings with other Support team members to norm on and improve our delivery of customer support

About You

You have 1+ years of experience providing email-based customer support for a SaaS company

You’re a skilled troubleshooter, able to thoughtfully problem-solve, accurately diagnose issues, and thoroughly document information to help us eliminate user pain points

You have a strong interest in education and an ability to deeply empathize with teachers and students

You have extremely strong written communication skills

You’re organized and attentive to detail

You’re tech-savvy and familiar with a variety of operating systems, including Windows, Macintosh, Android, and iOS

Compensation: $30-32/hour

Note: At this time, we are unable to hire candidates who reside in the state of Illinois.

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