Technical Support Specialist

Company Overview:

About Us:
Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

Purpose:
Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We’re focused on delivering the tools, support, and partnerships that help make that vision a reality.

Mission:
Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We’re reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education.

Technical Support Specialist Overview:

The Technical Support Specialist is a critical member of our customer success team, responsible for ensuring that our users have a seamless experience with our software platform. In this role, you will serve as the first point of contact for customers, managing both phone-based inquiries and a ticket queue system. Your primary responsibilities include troubleshooting technical issues, providing step-by-step solutions, and escalating complex problems to senior team members when necessary. You’ll work closely with cross-functional teams, including product and development, to ensure timely and accurate resolutions. Strong communication skills, both written and verbal, are essential as you'll need to explain technical information in a clear and customer-friendly manner. 

We expect a high degree of professionalism, empathy, and the ability to remain calm under pressure while juggling multiple priorities. In addition to technical proficiency, you should be committed to continuous learning and staying up-to-date with product updates and industry best practices. The ideal candidate thrives in a fast-paced environment, is adaptable, and has a passion for helping customers succeed with our platform.

Technical Support Specialist Responsibilities: 

• Provide consistently high-quality customer experiences for all Incident IQ customers


• Serve as an initial point of contact for clients, respond to inquiries via email, phone and internal ticketing tools.


• Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open tickets.


• Track progress against milestones and identify any items holding up further implementation.


• Recognize opportunities for process improvement and provide input for proper implementation


• Articulate technical and non-technical information to customers in a simple, clear and concise manner.

Technical Support Specialist Requirements:

• 2+ years of technical support experience in a technical field.


• 2+ years’ experience with inbound and outbound calls.


• Excellent verbal and written communication skills and general proficiency in business writing.


• Ability to communicate and develop relationships with all levels of the organization.

What makes Incident IQ different: 

• We facilitate whole-person growth where employees can develop personally as well as professionally.


• We offer an energetic and collaborative environment; everyone’s opinion matters!


• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!


• We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! 

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).  

Incident IQ is an Equal Opportunity Employer