Pansophic Learning · 4 hours ago
Technical Support Engineer
United States
Full-time
Remote
New Grad, Entry Level
$20/hr - $29/hrPansophic Learning is an education company dedicated to providing exceptional learning solutions for students and educators. As a Technical Support Engineer, you will provide remote guidance to customers, resolve technical issues, and ensure compliance with service level agreements while delivering outstanding customer service.
EdTechEducation
Responsibilities
Provide customers with remote guidance and expertise to resolve technical problems
Act as second tier end user contact and resolution
Resolve customer reported issues using Pansophic provided access, tools, and technology
Accurately documents user information, triage steps and resolutions or escalation notes
Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests
Follows knowledge base articles as a standard for resolving end user reported issues
Works to identify missing or erroneous documentation for processes or knowledge
Works with internal and external teams to ensure solutions provided are accurate
Assist customers with account setup and application installations
Provides escalations as necessary
Create and maintain required documentation
Ability to multitask on several initiatives simultaneously to meet business needs
Ensure concise and clear written and verbal communication
Adhere to establish standards
Deliver outstanding human centric customer service through all support and operational efforts
Perform other duties as assigned
Qualification
Required
Must have strong knowledge of service desk operations, standard processes, and technologies
Experience with Microsoft Active Directory or Google Workspace basic administration
In-depth knowledge of Windows Desktop OS and Chrome OS
Must be a team player and be flexible for occasional shift changes or modifications
Ability to quickly assess and troubleshoot customer issues
Ability to work remotely in a fast paced, high stress environment
Bachelor's degree or equivalent experience
Highly organized, able to multi-task, with a high attention to detail and ability to prioritize
Patient and active listener
Ability to pass federal and state criminal background checks (FBI/BCI)
Confident, high-energy, self-motivated and a true team player
Accountability and personal organization are essential
Experience in customer facing roles is required
Effective communication skills using phone, video calls, chat, and ticket updates
Strong customer focus with empathetic approach
Good interpersonal skills handling customer escalations
Benefits
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Life insurance
Long-term disability insurance
Short-term disability insurance
10 paid holidays annually
Paid Time Off to cover sick, vacation, and personal absences.
4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels.
Company
Pansophic Learning
A for-profit charter management organization with schools in the United States, Switzerland, and the United Kingdom.
Founded in 2014
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Eric Waller
Chief Technology Officer
Maria Szalay
Chief Operating Officer
Recent News
2025-05-10
Company data provided by crunchbase