US Customer Support Agent

TripleTen is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our bootcamps focus on training students in software engineering, data science, business intelligence analytics, and QA engineering in a feasible and accessible way, ultimately leading them to thrive in a new career.

Our mission is to ensure that every student has the opportunity to successfully master a new profession, find their purpose, and become a valuable member of the tech industry. TripleTen is a remote-first organization, mirroring our students who complete our bootcamps in a remote environment.

We are looking to hire a Customer Support Agent to join our US-focused team. This is an entry-level position perfect for someone looking to start their career in Tech Support and EdTech. You will be the primary point of contact for our students, helping them navigate their learning journey, solving technical hurdles, and ensuring they feel supported from enrollment to graduation.

Please pay attention to the fact that the basic schedule is 2/2 shifts, 9:00 AM – 9:00 PM CET / 03:00 am - 03:00 pm EST (Adjusted with the Daylight Savings)

• Student Advocacy & Support: Provide timely and high-quality assistance via chat and email, ensuring students receive clear answers to their administrative and technical questions.
• Learning Path Guidance: Accompany students through their bootcamp milestones, collaborating closely with the Student Experience team to resolve complex issues.
• Knowledge Management: Work with high volumes of student data and feedback, structuring it within our internal systems to help improve the overall learning experience.
• Technical Troubleshooting: Identify and triage platform issues, escalating critical bugs to the technical team when necessary.
• Workflow Participation: Actively participate in team stand-ups and contribute to the internal Knowledge Base to help fellow agents stay updated.
• Tech Stack: Zendesk (Support), Jira, Notion, Zoom, and HiBob.

• Language Proficiency: Advanced level of English (C1) with excellent written communication skills.
• Customer-Centric Mindset: A genuine passion for helping others succeed and the ability to maintain empathy in a fast-paced environment.
• Operational Skills: Strong self-organization and the ability to multitask across different tools and student inquiries.
• Tech Savvy: A deep interest in the tech industry and online services.
• Technical Plus: A general understanding of the IT industry and familiarity with programming languages (HTML, CSS, JavaScript, Python) is a significant advantage.

• Full-time and remote position.
• Compensation: $1,000 – $1,100 per month.
• Shift Schedule: 2/2 shifts, 9:00 AM – 9:00 PM CET / 03:00 AM - 03:00 PM EST (Adjusted with DST)
• Digital Office: We use modern tools like Jira, Notion, Zoom, and Zendesk to keep our remote teamwork seamless.
• Global Community: Join a diverse, close-knit team spread across the US, LATAM, Europe, and beyond.
• Impactful Work: Your efforts directly influence the success rates of students finding jobs post-graduation.

Disclosures:

*At this time, we are unable to offer H-1B, L-1A/B sponsorship opportunities.

**This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

***TripleTen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.