Compensation: Salary depending on skill level and experienceLocation: Expert TA’s headquarters are in Tulsa, Oklahoma.Customer Technical Support Job SummaryExpert TA is an educational software company providing online homework systems and digital resources to hundreds of colleges and universities across North America. We focus on delivering innovative, efficient, and tailored solutions that make a positive impact on both students and educators.We are seeking a customer-focused Technical Support Specialist to join our team. In this role, you’ll provide high-level support to both students and faculty through email, phone, and live chat, using our Freshdesk platform. You’ll troubleshoot technical and account-related issues, guide users through solutions, and ensure every interaction reflects our commitment to exceptional service.The ideal candidate will have strong problem-solving skills, a collaborative mindset, and a passion for helping others. While technical support experience is preferred, we value a proactive attitude and a willingness to learn. This role also offers opportunities to work on special client projects and internal company initiatives, giving you exposure to different areas of the business.At Expert TA, we believe in doing the right things for the right reasons. Our team is dedicated to delivering innovative, efficient, and tailored solutions that make a positive difference for educators and students alike. We offer a flexible, common-sense approach to work-life balance and a collaborative environment where your contributions matter.Key Responsibilities- Provide Front-Line Customer Support: Respond to support tickets from students and faculty through our Freshdesk portal, addressing a wide range of inquiries with professionalism and efficiency.- Engage in Live Chat Support: Assist users in real-time via live chat, helping with common issues such as registration questions, payment concerns, course enrollment adjustments, and more.- Support Students with Account & Access Issues: Troubleshoot and resolve student concerns including course changes, transferring work between classes, and general account management.- Assist Faculty with Onboarding & Course Setup: Guide instructors through account setup, LMS registration integration, pricing inquiries, and content-related questions to ensure a smooth start with our platform.- Collaborate on Client-Specific Support Projects: Support initiatives tailored to individual client needs, ensuring a high-touch experience and coordinating with internal teams to deliver customized solutions.- Support Custom Publishing Projects: Assist faculty and departments using our eBook editor platform to create and maintain custom lab manuals, lecture notes, and course packs. Coordinate with print partners for clients seeking physical copies, managing the process from request through delivery to the institution.- Contribute to Internal Operational Initiatives: Support company-wide projects that require coordination, organization, and cross-departmental collaboration to improve processes and enhance customer experience.- Maintain Accurate Records & Follow-Through: Ensure all interactions are properly documented, follow up on outstanding issues, and see problems through to resolution with attention to detail.Required Qualifications- High School diploma required; Associate degree or some college coursework preferred- Strong troubleshooting and problem-solving skills, especially in technical or account-related support- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users- Ability to manage multiple support tickets simultaneously while maintaining attention to detail- Proven commitment to delivering outstanding customer service- Ability to learn new software systems and tools quickly- Team-oriented mindset with a willingness to collaborate across departmentsPreferred Skills- Prior experience in technical support, IT support, or customer service- Proficiency in Microsoft Excel- Experience with Adobe Suite- Familiarity with ZenDesk, Freshdesk, or other customer support platforms- CRM software experience (HubSpot, Salesforce, etc.)- General office IT knowledge- Experience performing software QA testing or participating in quality assurance processes- WordPress experienceWhy Expert TA?- Collaborative, innovative work environment- Opportunities to learn and grow across departments- Flexible, “common sense” approach to work-life balance- A company culture rooted in doing the right things for the right reasonsExpert TA values diversity in the workplace. We are an equal opportunity employer and encourage all who believe they are qualified to apply.