Texas Sports Academy Main
IT Support Specialist
United States · Junior
Sponsorship not specifiedDetected 19 days ago
iOSHubSpotCustomer SupportZendeskLeadershipCommunicationMentoringCompTIA
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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.
- You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.
Responsibilities
- First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
- Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
- Track and Report on Support Volume: Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.
- Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.
Requirements
- Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
- Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
Nice to have
- This is not an entry-level role.
- Strong Customer Service Orientation:
- You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before class.
- Clear Written Communication:
Skills
- Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
- Weekend Availability: Willing and able to work a schedule that includes weekend coverage.
- Familiarity with tools such as Perplexity Computer is a plus.
- Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
- U.S. work authorization required.
- Bonus Points K-12 or 1:1 Device Program Experience: Prior experience supporting student device programs or families in an education setting.
- Bilingual (English/Spanish): Ability to support Spanish-speaking families.
- Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools.
- First-Line Family Support:
- Troubleshoot Device Issues:
- Support Learning Platforms:
Benefits
- Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
- End-User Support Experience: 3+ years supporting non-technical users, ideally in a school, education, consumer, or service environment.
Visa & Work Authorization
- work authorization required
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