Tech Support Agent
Tech Support Agent
Posted on :
10-06-2025
Employer Active
1 Vacancy
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Job Description
About us
Have you always wanted to put your passion for education to use on the job Would you like to work with an incredible team making an impact on learning around the world If you answered yes we cant wait to meet you!
And just who are we Edpuzzle is a leading edtech company with offices in San Francisco and Barcelona and over 10 years of history helping teachers find and create exciting interactive video lessons. Over 80% of U.S. schools and millions of teachers and students in 150 countries around the world are already using Edpuzzle to make education more equitable and engaging.
About the role
Were looking for our next Technical Support Agent to join our Global Tech Support Team. In this role youll play a key part in supporting the Technical Support Team Lead as well as collaborating with the Product Sales and Customer Success teams to ensure a seamless user experience. Your primary responsibilities will include providing technical assistance troubleshooting hardware and software issues and answering user inquiries related to Edpuzzles technical aspects. You will also act as a regular backup to the Customer Support team helping maintain a high level of user satisfaction across all touch points.
Wondering what its like to work at Edpuzzle
Picture a place where you can connect with your teammates whether remotely or in person whenever you need support. A place where one day youre helping shape one of the biggest edtech platforms in the world and the next day youre doing a teambuilding activity with your coworkers. A place where everyone has been selected because theyre the best at what they do and where your manager and team trust your decisions fully.
Its no surprise that in our latest employee satisfaction survey Work-Life Balance (92%) Leadership (85%) and Employee Engagement (84%) were highlighted as our top drivers because we genuinely care about creating an environment where people can thrive feel supported and do their best work.
A place where youre encouraged to learn and grow because education is the cornerstone of everything we do.
For a breakdown of our hiring process please refer to our Selection Process Guide. It outlines every step of our candidate journey so you know exactly what to expect. Check out the job details below to see if Edpuzzle could be the right fit for you!
About the job
- Become an Edpuzzle expert
- Handle cases daily and respond in a timely manner via the Customer Support platform Zendesk
- Work in tandem with Customer Support on support-related issues as assigned
- Collaborate closely with Customer Success and Product teams to resolve technical issue resolutions
- Always aim to reduce your ticket queue to zero
- Continuously improve the quality of your responses support resources (macros and Help Center articles) and overall user experience based on data
- Identify trends to suggest potential macros (customer support email templates) or Help Center articles
- Anticipate and help reduce potential future cases
- Use Asana and Slack to manage tasks and communicate with the team
- Occasionally support the Sales team during client meetings by offering technical expertise. While you wont be directly involved in selling your insights will help drive successful sales conversations.
- Be open to occasional travel (up to 10%) to assist with these sales engagements
- Performs other duties as assigned
About you
- Based in Barcelona
- Minimum of 3 years prior experience in a technical support role
- Minimum of 3 years prior experience providing remote customer support
- Proficiency in English and Spanish
- Solid understanding of common HTTP status codes (e.g.) and their implications in a web-based SaaS environment.
- Proficiency in Microsoft Teams in a professional environment
- Experience working with network filters such as Smoothwall Sophos Blocksi & IMT Lazarus
- Experience handling sensitive user account information
- Strong focus on combining product knowledge communication skills problem-solving abilities with a customer-centric approach to deliver customers experiences and support growth of the business
Bonus skills
- Experience using Zendesk Hubspot macros or other customer support tools
- Experience providing telematic second-line support to teachers schools and districts worldwide including but not limited to product setup integrations settings and network configuration filters
- Fluency in other any languages (Italian French Arabic)
- or another amazing skill you bring to the table that we havent thought of yet!
Whats it like to work in hybrid set up
- Work from the comfort of your own home
- Use the Edpuzzle office as much as you like
- Meet with your manager and team via video calls on Google Meet Slack
- Connect with coworkers via Slack (with channels for work and for fun!)
- To enjoy our remote work policy youll need high-speed internet access
What we offer
- While we are a remote-first company for this role were seeking someone who appreciates the balance of working from home and spending time at our Barcelona office
- Competitive salary at 27000 - 30000 based on your professional experience
- Free private health insurance policy with AXA
- Meal allowance with Cobee: an annual budget of 2000 to spend on the restaurants and food delivery services you like the most
- Free access to Wellhubs wellness app and discounts on gyms and well-being activities
- Flexible remuneration for childcare transportation and health insurance of immediate family members
- 24 paid holidays plus December 24th and 31st
- Flexible working hours and reduced working time on Fridays
- Free coffee snacks and drinks in the Barcelona office
- Team building events during working hours
- Incredible opportunity to grow learn and build lifetime bonds with other passionate people
Edpuzzle maintains a drug-free workplace and is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws. This policy applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence compensation benefits training and apprenticeship. Edpuzzle makes hiring decisions based solely on qualifications merit and business needs at the time.
Please be aware of potential scams involving fake job offers using Edpuzzles name. Official communications will always originate from the @ domain not external domains like Gmail. Edpuzzle will never request payments or skip formal interviews during the hiring process nor request sensitive personal information without a valid reason. To verify any communication please contact.
References from previous employers will be requested from candidates during the selection process. If youd like to be considered for this position please apply below. We look forward to hearing from you!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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