Ellevation Education

Customer Support Specialist

Help Desk - Boston, MA - Full Time

As a Support Specialist, you will provide technical support to users in an efficient and accurate manner.  You will be considered the front line for partner support and will solve basic technical problems for all assigned areas.  As an integral member of our Partner Support Organization, you will be asked to contribute to and refine components of the partnership development process. This requires a combination of organizational skills, relationship management, and service orientation. Just as important, we are looking for someone who wants to be in an early stage organization, has tremendous communication skills, is motivated, proactive, and a self-starter.


  • Provide Tier I support, including, but not limited to, product access and navigation support
  • Process Ellevation student data transfer requests
  • Confer with partners and analyze usage data to identify problems, determine root cause, troubleshoot, and provide feedback
  • Ensure proper recording and documentation of each issue
  • Track, route, and escalate problems to the appropriate parties
  • Identify patterns in user support requests that suggest an opportunity for product or process improvement
  • Author and curate self-service support articles for Tier I issues
  • Develop a strong understanding of all Ellevation products and services
  • Preserve and grow your knowledge of help desk procedures, products, and services

Who we’re looking for:

  • Strong analytical and problem-solving skills
  • Ability to communicate professionally in both oral and written contexts
  • Ability to effectively communicate technical information in non-technical terms
  • Ability to adapt and stay organized in ambiguous environments
  • Ability to pay close attention to detail and simultaneously recognize trends
  • Experience in customer service, particularly with software products, preferred
  • Experience working with Excel
Apply: Customer Support Specialist
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