handshake - Support Specialist, Contract

• Location: if working from home, you must be located in AZ, DC, CA, CO, CT, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI. • Technical Aptitude: Ability to learn technical tools and concepts quickly • Resilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc! • Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization. • Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. • Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics. • Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend • EQ: A strong sense of empathy with users of our products and cross functional partners • Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action. • Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers. Looks for ways to put AI to work for customers and the team. • Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders. • Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users. • Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student. • Programming, IT, data analysis or computer science courses, major or certifications • Experience using AI tools or building lightweight automations to improve support workflows. • EdTech or Higher Edu, customer service, leadership background, majors, courses, certifications • Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services • Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc) • Here’s an overview of our hiring process. You can read more about it below: • Take home test: You’ll be asked a series of interactive questions that may require answers in several formats and you should expect to spend up to 1.5 hours creating your responses. Be sure to be as detailed as possible and answer all parts of the prompt. You are welcome to use AI tools as part of your process. Please indicate which tools you used and how in your response, and ensure the final response is ultimately in your own words, as this is a key part of our evaluation. This enables us to learn more about you and see how you approach certain scenarios. It’s also a great way for you to see what it’ll be like working with us as the questions are related to day-to-day tasks you’ll be doing on the job. • Virtual onsite interview: You’ll be meeting with 2 team members, including the hiring manager, for a 45-minute interview. The first part of the interview will consist of a live exercise where we will assess your troubleshooting skills as you share your computer screen and navigate a prompt. During the second half, we’ll ask you a series of questions, and this is a great time to ask any questions you may have. • Decision: We’ll let you know if we are going to extend an offer or move forward with other candidates.