Tech Support Specialist (Temporary)

Summary / Objective

The Tech Support Specialist (Temporary) is responsible for providing front-line technical assistance to users of Knowledge Coop products and services. This role serves as the initial point of contact for troubleshooting platform-related issues, supporting clients and internal staff, and ensuring accurate documentation and timely resolutions. The ideal candidate has strong communication skills, basic technical troubleshooting ability, and a service-oriented mindset.

Schedule

This is a temporary position beginning August through December 31, 2025, designed to support increased platform usage during our busiest season.

• The role includes up to 450 total hours over the 5-month term.


• During the first two weeks of training, the schedule will begin at approximately 15 hours/week, gradually increasing up to 30 hours/week based on call volume and support demand.


• Hours will fluctuate, particularly around holidays, based on platform usage and business need.

Essential Duties and Responsibilities

• Platform & Product Support: Gain working knowledge of Knowledge Coop’s platform, services, and common client use cases. Stay up-to-date on system updates and product changes.


• Technical Troubleshooting: Provide Tier 1 support for users encountering platform issues, login problems, or browser/device compatibility challenges. Perform basic diagnostics and escalate complex technical issues to Tier 2 or IT when necessary.


• User Assistance: Guide users through common tech solutions such as clearing cache, adjusting browser settings, or navigating system workflows.


• Collaboration: Partner with internal teams—including Customer Service, Product, and IT—to troubleshoot system-wide issues and communicate known bugs or updates.


• Documentation & Record Keeping: Log all support tickets, user feedback, and troubleshooting steps accurately using our CRM and internal ticketing systems.

Core Competencies

To perform this role successfully, the Tech Support Specialist should reflect the values of our P.A.C.E. culture:

Play

• Brings positivity and a collaborative spirit to the team.


• Welcomes feedback and contributes to a supportive work environment.

Accountability

• Arrives on time, meets deadlines, and takes ownership of assigned tasks.


• Follows directions, escalates issues appropriately, and sees tasks through.

Communication

• Communicates clearly and respectfully with both internal teams and external users.


• Listens actively, asks clarifying questions, and responds professionally to support requests.

Excellence

• Pays attention to detail and accuracy.


• Seeks opportunities to improve user experience and personal effectiveness.


• Maintains a calm, helpful demeanor under pressure.

Physical Demands

While performing the duties of this job, the employee is frequently required to:

• Sit, use a computer, type, and communicate via chat, phone, and email


• Occasionally lift and/or move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• This role is fully, in-office with a moderate noise level typical of a professional office setting.