Support Specialist – Contract

Handshake

. Provide technical enterprise support to employer, student, and career services users .

Posted 10/1/2026contractRemote • United StatesMid-LevelSenior💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, including troubleshooting workflows and building custom reports, while maintaining high standards for customer service and communication. Possesses the ability to collaborate effectively across teams and adapt to changing environments.

Highest-signal resume keywords

Technical SupportTroubleshooting WorkflowsCustomer Relationship ManagementZendesk ExperienceCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportCustom Report BuildingData AnalysisAI Tools Usage

Soft Skills

Excellent CommunicationEmpathyAttention to DetailGrowth MindsetSelf-Accountability

Tools & Technologies

ZendeskHelp Center ResourcesCommunication ChannelsApp Demo Environments

Certifications & Qualifications

IT CertificationsComputer Science Courses

Industry Keywords

EdTechHigher EducationCustomer ServiceEnterprise SaaSSupport Quality Standards

About the role

Key responsibilities & impact

Provide technical enterprise support to employer, student, and career services users
Deliver email, phone, and video consultation and support
Resolve questions, bugs, feedback, and general inquiries
Handle approximately 20–30 email tickets per day
Handle approximately 10 phone calls during a 4-hour daily phone shift
Attend 1–3 team meetings per week
Complete administrative tasks, including emails, daily announcements, and training
Troubleshoot technical workflows and build and troubleshoot custom reports
Provide tailored, personal responses while building customer relationships
Use app demo environments, troubleshooting tools, help center resources, communication channels, and internal documentation
Maintain response-time, resolution-time, queue-sharing, and customer-support quality standards
Flex across support queues, including Trust and Safety and Handshake AI
Share trends and learnings with Support, Success, and Product teams
Improve customer experience and team operations
Coordinate issues across Customer Support, Customer Success, Product, and Engineering
Serve as both a support specialist and consultant for Handshake platform users

Requirements

What you’ll need

Must be located in one of the listed U.S. states when working from home: Arizona, District of Columbia, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, North Carolina, New Mexico, Nevada, New Jersey, New York, Oregon, Pennsylvania, South Dakota, Tennessee, Texas, Virginia, Washington, or Wisconsin
Ability to learn technical tools and concepts quickly
Comfort with change and ambiguity
Ability to collaborate with teammates and cross-functional teams
Excellent verbal and written communication skills, including communicating complex topics simply
Ability to maintain or exceed ticket and quality goals
High self-accountability and integrity for processes and metrics
Empathy with users and cross-functional partners
High attention to detail and ability to troubleshoot with limited information
Ability to retain knowledge and partially solve issues independently
Willingness to conduct independent research on third-party tools and systems
Positive growth mindset and willingness to give and receive feedback
Eagerness to contribute to a diverse and inclusive team
Ability to provide a regular schedule for consistent user assistance
Must be based in the U.S. and not be a current student
Must be able to work 40 hours per week during Monday–Friday business hours
Bonus: Zendesk experience
Bonus: Programming, IT, data analysis, or computer science courses, major, or certifications
Bonus: Experience using AI tools or building lightweight automations
Bonus: EdTech, higher education, customer service, leadership, or enterprise SaaS customer support experience
Bonus: Relevant cross-functional communication or partnership experience

Benefits

Comp & perks

6-month contract with possibility of contract extension or conversion to a permanent Support Specialist role upon evaluation
Opportunity to work with frontier AI lab researchers, Fortune 500 partners, and leading educational institutions
Opportunity to contribute to Handshake’s mission to democratize opportunity
Take-home test may use AI tools
Future contact about job opportunities for up to 24 months (consent-based)