Qwickly Inc. is looking for a Technical Product Support Specialist to bridge the gap between product development, client support, and user education, aiming to improve user experience and ensure the focus remains on teaching and learning within educational software.
Requirements
- Comfortable troubleshooting and problem-solving technical issues.
- Familiar with cloud platforms (AWS, Azure, or GCP), APIs, or basic scripting (Python a plus)
- Experience with Learning Management Systems (Blackboard, Canvas, D2L) preferred
- Hands-on experience with CRM software and support ticketing systems (e.g. Zendesk) a plus.
Responsibilities
- Monitor and triage incoming product support tickets across Tier I–III levels.
- Troubleshoot issues and provide solutions directly to clients (Tier I and Tier II tickets), escalating to Development when necessary (Tier III tickets).
- Document and track recurring support issues to identify patterns and recommend product improvements.
- Lead regular audits of support tickets to ensure accuracy, consistency, and closure.
- Support product demos and technical walkthroughs for prospective clients.
- Host client training sessions, webinars, and office hours as needed from a technical perspective both virtually and on-site as needed.
- Create technical documentation, client-facing FAQs, and step-by-step guides.
Other
- 2–4 years of experience in technical support, client success, or product-related role with a background in education technology preferred.
- Strong communication and presentation skills with clients and internal teams
- Organized, detail-oriented, and able to manage multiple client projects
- Eager to learn and grow into broader product responsibilities
- Ideally, the candidate should be available to start late November to early December
