School Support Specialist
Hazel
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Hawaii, Illinois, Iowa, Kentucky, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Montana, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $29 per hour
Job Level
JuniorMid-Level
Tech Stack
iOS
About the role
- Serve as the first line of support for school staff by reaching out via phone, chat, and email
- Troubleshoot issues related to iPads, Hazel's app, internet connectivity, secure messages, and Apple IDs
- Walk users through fixes like app updates, password resets, or connecting to district-specific Wi-Fi
- Escalate complex technical issues to Hazel’s Engineering, Product, or IT teams with clear documentation
- Use internal tools such as Zendesk, Gainsight, and our Support Dashboard to track, triage, and follow up on cases
- Build positive rapport with school users by communicating with empathy, clarity, and patience
- Provide walkthroughs of processes like submitting referrals, starting visits, and checking student consent statuses to school staff
- Support initiators and referrers in navigating Hazelversity training and staying compliant with readiness steps
- Assist in verifying school users and updating their roles, school assignments, or access levels
- Facilitate requests to add new initiators or referrers to the Hazel system
- Monitor changes to school hours, availability, and site readiness tasks to ensure systems reflect accurate configurations
- Monitor school readiness for virtual physical health and virtual mental health visits — including iPad availability, trained users, and inventory needs
- Respond quickly and compassionately to support requests, such as missed visits, consent exceptions, or schedule conflicts
- Log all relevant updates, observations, and support actions in the appropriate systems (e.g., Zendesk)
Requirements
- 2-3 years experience in a customer support, school operations, or technical troubleshooting role
- Experience working in education, healthcare, or with K–12 school systems preferred
- Experience working in a helpdesk or multi-channel support environment (Zendesk preferred)
- Familiarity with iPads, iOS tools, and education technology platforms
- Clear, professional communication — especially when explaining technical steps to non-technical users
- A calm, proactive demeanor with a strong sense of ownership and accountability
- Ability to prioritize time-sensitive requests while balancing long-term responsibilities.
Benefits
- healthcare coverage
- 401k match
- paid time off
- stock options
- broad range of other benefits and perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingapp updatespassword resetsinternet connectivityiOS toolsschool operationscustomer support
Soft skills
clear communicationempathypatienceproactive demeanorownershipaccountabilitytime management