Technical Support Specialist

Education Perfect is an EdTech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential.

As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.

About the role

As a Technical Support Specialist, you will play a vital role in ensuring our users have a positive and seamless experience on the Education Perfect platform. You will collaborate closely with our dedicated Technical Support Specialists, providing assistance to both external users and internal teams. This is an excellent opportunity for someone who is passionate about customer service and eager to contribute to a growing educational technology company.

What you will do

• Handle and investigate incoming technical enquiries and escalations from both external and internal users in a professional and timely manner.
• Escalate technical enquiries and report identified bugs through appropriate channels.
• Support users with onboarding, ensuring a smooth and positive experience.
• Collaborate with internal stakeholders on various business projects.
• Review and update Help Documentation by working closely with the Technical Writer to ensure all support materials are accurate and up-to-date.
• Assist with additional tasks and responsibilities as needed by your manager.
• Consistently meet and maintain Key Performance Indicators (KPIs).
• Monitor and act on feedback for continuous improvement in support processes.
• Embody EP's core values and encourage the same across the wider team.
• Demonstrate a high degree of self-management, autonomy, and initiative.

Requirements

Key Skills & Qualifications

• Previous experience in customer service or technical support.
• Technical proficiency in Windows, Mac, and iOS devices.
• You’re able to troubleshoot and think creatively when faced with technical challenges.
• You communicate clearly and empathetically, making sure users feel understood and supported.
• You excel at managing your time effectively, ensuring tasks are completed promptly without sacrificing quality.

Desirable Skills & Qualifications

• A basic understanding of SQL would be an advantage.
• An IT degree or certificate would be beneficial, though not essential.
• Experience with Single Sign-On (SSO) and Learning Tools Interoperability (LTI) integrations is a plus.
• Intermediate skills in Microsoft Excel would be helpful in handling data-related tasks.

Benefits

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!

What we offer

• As our team is based globally, we offer both remote and flexible working arrangements
• For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office
• Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
• Wellness allowance to use on anything to support your mental and physical wellness
• EAP with unlimited sessions
• Employee Equity Bonus Plan
• Employee referral program - $2000 when you refer a new team member
• Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub
• EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.