Provide first-line remote technical support to students and parents for devices and learning platforms via email, chat, ticketing, and phone. Troubleshoot hardware/software/connectivity across Mac, Windows, iOS, and Chromebooks, escalate complex issues, maintain knowledge base articles, and report on ticket volume and trends. Weekend coverage and clear written communication required.
Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.
We are hiring a Remote IT Support Specialist to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.
What You'll Do- First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
- Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
- Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
- Escalate When Needed: Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs.
- Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
- Track and Report on Support Volume: Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.
Requirements
- End-User Support Experience: 3+ years supporting non-technical users, ideally in a school, education, consumer, or service environment. This is not an entry-level role. You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
- Strong Customer Service Orientation: You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before class.
- Clear Written Communication: You can write a support response that is warm, precise, and easy to follow, and you can document a fix so the next person on the team can repeat it.
- Troubleshooting Skills: Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
- Weekend Availability: Willing and able to work a schedule that includes weekend coverage. Specific hours will be defined based on team needs.
- AI Forward: We use AI tools daily to draft communications, summarize tickets, and speed up troubleshooting. Familiarity with tools such as Perplexity Computer is a plus.
- Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
- Location: Remote (U.S. only). U.S. work authorization required.
- K-12 or 1:1 Device Program Experience: Prior experience supporting student device programs or families in an education setting.
- Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
- Bilingual (English/Spanish): Ability to support Spanish-speaking families.
- Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.
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What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
