Overviewbility to work independently and get things done but also not afraid to ask for help or reach out to other developers to bounce ideas off of or talk through roadblocks on projects●Desire to build a career at Abre and grow with the company●Preferred – experience with Laravel●Preferred – experience writing automated unit and/or integration tests●Bonus – DevOps and/or cloud development experience●Bonus – enterprise SaaS experience●Bonus – experience with data and integrations●Bonus – experience with Node.js and microservices development

Location: Remote | Full-Time

About Abre:

Abre is a leading provider of education technology solutions, dedicated to empowering schools and districts with innovative tools that enhance learning outcomes. Our platform simplifies data management, streamlines workflows, and improves communication between educators, students, and families. At Abre, we are committed to making education more accessible, efficient, and impactful.

About the Role:

We are seeking a Technical Support Agent to join our team. In this role, you will be the frontline support for our customers, assisting them in resolving technical challenges and maximizing their experience with Abre’s platform. You will diagnose issues, provide step-by-step guidance, and ensure users feel confident in navigating our tools. By delivering prompt, professional, and knowledgeable support, you will play a critical role in customer satisfaction and retention. Additionally, you will collaborate with internal teams to escalate complex issues, contribute to knowledge base resources, and continuously improve our support processes to enhance the overall user experience.

Key Responsibilities:

Customer Support

• Serve as the first point of contact for customer inquiries via email, phone, or live chat.
• Provide accurate and efficient troubleshooting for common technical issues and product usage questions.
• Resolve customer concerns promptly while maintaining a high level of professionalism and empathy.

Technical Troubleshooting

• Assist customers with basic product configurations, navigation, and feature usage.
• Escalate complex technical issues to Tier 2 Support or specialized teams, ensuring thorough documentation of the issue.
• Utilize internal knowledge bases and resources to guide customers effectively.

Documentation and Knowledge Management

• Log and track customer interactions in the support ticketing system, ensuring accurate and detailed records.
• Contribute to the development and maintenance of the support knowledge base by documenting resolutions and FAQs.

Customer Advocacy

• Act as a customer advocate by identifying recurring issues and communicating them to the appropriate internal teams.
• Provide feedback on customer experiences to help improve product usability and support processes.

Team Collaboration

• Work closely with other support team members to share knowledge and foster a collaborative environment.
• Participate in team meetings, training sessions, and performance reviews.

Qualifications:

Required:

• Associate’s or bachelor’s degree in a technical, education, or customer service-related field.
• Demonstrated technical aptitude — whether through prior experience, coursework, or self-driven learning (e.g., familiarity with troubleshooting, software platforms, or technical tools).
• Experience working with spreadsheets or large datasets in Excel, Google Sheets, or similar.
• Strong problem-solving mindset with the ability to break down complex issues logically and patiently.
• Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users.
• Eagerness to learn, grow, and contribute in a fast-paced, team-oriented environment.

Preferred:

• 1+ years in a customer support or technical support role (including internships, part-time, or volunteer experience).
• Familiarity with support ticketing tools such as Zendesk, Freshdesk, or similar platforms.
• Exposure to or interest in the education or edtech space.

Why Join Abre?

• Impactful Work: Help improve education experiences for schools, educators, and students.
• Collaborative Culture: Work with a passionate and supportive team.
• Growth Opportunities: Expand your skills in a fast-growing edtech company.

If you are passionate about education and technology and have a strong customer support background, we’d love to hear from you!

Benefits

• Competitive Salary
• Health, Dental, and Vision insurance
• 401k
• Unlimited PTO policy