Support Application Specialist

Overview
ParentSquare is a rapidly growing Santa Barbara-based company that changes how schools and parents communicate.
Our mission is to empower schools to enhance family engagement for all students.
Our flagship products, ParentSquare and RemindHub, serve over 22 million students and provide unified communications tools including forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more.
Remind Chat reaches over 80% of K-12 students with a safe platform for direct teacher-family communication.
Our latest innovation, SmartSites, offers state-of-the-art websites for school districts to improve online presence and accessibility.
We are not just creating a product; we are empowering educators and engaging parents to improve the lives of students.
We value customers and employees and invite you to join us on this journey.
Who we\'re looking for
A ParentSquare Support Application Specialist is a champion for our customers, with customer service and empathy built into their DNA.
You\'ll serve as the point of escalation for the support team and interact with users across email, chat, and phone.
You know our product inside and out, solving tickets quickly and efficiently while maintaining a high-quality customer experience.
When issues require escalation, you act as the intermediary to ensure no detail is missed.
Beyond direct support, you will strengthen our customer support operations by developing, implementing, and maintaining policies, procedures, and software that empower our teams to deliver consistently excellent service.
You\'ll analyze support interaction data to identify opportunities for product improvements and collaborate cross-functionally to elevate the overall customer experience with ParentSquare and Remind.
You\'ll validate and manage escalations to ensure timely resolution.
Your work directly impacts our ability to grow, continuously improve, and provide the passionate, extra-mile support our customers deserve.
Most importantly, you are someone who shares in our passion for improving the lives of students through communication.
This role will include
Application & Agent Support
Provide Tier 3 agent and application support, including troubleshooting software applications, answering questions, and guiding users to promote efficient use.
Resolve support issues quickly and efficiently, clarifying customer needs and identifying best solutions while ensuring a positive experience.
Maintain updated knowledge of all company products and services to effectively educate and assist customers.
Take detailed notes of customer interactions in the ticketing system to ensure accurate records and follow-up.
Escalate tickets to integration services or engineering teams when issues cannot be resolved directly.
Incident, Problem & Change Management
Identify, record, prioritize, investigate, and resolve incidents and problems to ensure service continuity.
Coordinate and document changes or updates to support applications, including planning, testing, and implementation to safeguard functionality and performance.
Work closely with engineering to manage SIS migrations and related projects.
Release & Process Management
Manage product releases, including planning, coordinating, and communicating activities to support teams for smooth transitions.
Monitor and maintain support processes, macros, and tools to ensure efficiency and accuracy.
Data & Insights
Generate reports and analyze data regarding application usage, performance, incidents, and processes to identify trends and opportunities for improvement.
Collect and record customer feedback, sharing insights with cross-functional teams for continuous improvement.
Cross-Functional Collaboration
Partner with development, infrastructure, integration services, sales, and security teams, as well as business stakeholders, to meet support application requirements and align solutions with organizational needs.
Collaborate with our BPO partner to ensure alignment on support processes, escalations, and service quality, driving consistency across internal and external support teams.
Our ideal candidate will have the following
2-4 years in technical or application support (SaaS/EdTech preferred).
Proficiency with ticketing systems (Zendesk ideal) and escalation workflows.
Strong troubleshooting, communication, and problem-solving skills.
Familiarity with SIS systems, rostering, or API integrations is a plus.
Bachelor\'s degree, or equivalent work experience.
The perks of working for us
We offer strong work-life balance and the following benefits:
Employer-paid health insurance (including dependent coverage)
Employer-matched 401K retirement savings from day 1
Paid Parental Leave
Stock options
Health + wellness reimbursements
PTO that increases each year
16 paid holidays, including your birthday
As a fully remote team, we provide the tools and equipment you need for a productive home office.
We are an equal opportunity employer.
All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
The salary range for this role will be approximately $65,000 - $70,000, DOE.
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