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Support Specialist

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Handshake

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

25.00 USD / Hour
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Job Description:

Handshake is looking to bring on a Support Specialist, Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you! You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support Team, and continue to improve the customer experience and our team operations. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Job Responsibility:

  • Provide amazing email and phone support to Handshake customers via internal ticketing systems
  • 90%: resolving questions, bugs, feedback, and general inquiries
  • 5%: attending team meetings (1-3 per week)
  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)
  • Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users
  • Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience
  • Be both a support specialist and an experienced consultant for users of the Handshake platform
  • Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering

Requirements:

  • Location: if working from home, you 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.
  • Hours: Monday through Friday, 8am - 5pm in Eastern time zone
  • Technical Aptitude: Ability to learn technical tools and concepts quickly
  • Resilience: Comfort with change and ambiguity
  • Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams
  • 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
  • Passion for the problem: Desire to help give people the chance to build the career they want
  • 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
  • Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge
  • Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback
  • Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team
  • Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student

Nice to have:

  • ZenDesk experience
  • Programming, IT, data analysis or computer science courses, major or certifications
  • 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)

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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