Screencastify ยท 3 weeks ago
Customer Support Advisor - Tier III
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$75K/yr - $75K/yr
3+ years expScreencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. They are seeking a solutions-oriented Customer Support Advisor - Tier III to handle escalations, support the technical needs of the Support team, and contribute to the overall improvement of customer support execution.
Software
Responsibilities
Manage a ticket queue, including complex cases and Tier I escalations
Review, resolve, or guide escalated tickets with clear next steps
Handle time-sensitive or high-impact customer issues
Investigate complex issues related to browser behavior, Chrome extensions, licensing, permissions, and integrations
Determine root causes and when Engineering involvement is required
Submit high-quality Jira tickets with clear documentation and reproduction steps
Communicate technical findings and limitations clearly and empathetically to customers
Provide technical guidance and subject-matter expertise to Tier I and Tier II advisors
Share best practices and troubleshooting approaches informally
Contribute to internal documentation and Help Center content to reduce repeat issues
Surface trends, risks, and recurring issues with supporting examples
Provide input on workflow and tooling improvements
Support rollout and adoption of new processes defined by Support leadership
Qualification
Required
3-5+ years of experience in Customer or Technical Support within a SaaS environment
Experience managing ticket queues and handling escalations
Familiar with Zendesk, Jira, and knowledge base tools
Know how to troubleshoot complex, web-based products with confidence
Collaborated closely with Engineering and Product teams to resolve issues and improve outcomes
Excellent written communicator with strong customer empathy
Preferred
Experience supporting technology and Google Workspace-based tools
Contributed to documentation or process improvements
Benefits
401(k) & Annual Performance Bonus Opportunity
Flexible Time Off (FTO) Policy
Parental Leave
Medical, Dental, & Vision Insurance
Divvy Bike Membership
Company
Screencastify
Screencastify is a simple video screen capture software for Chrome.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2016-09-29Acquired
Leadership Team
Vishal Shah
CEO
Recent News
2025-05-06
2025-02-16
Company data provided by crunchbase