Technical Support Analyst at Stellic

Stellic, a fast-growing Series A/B startup, is seeking a Technical Support Analyst to join their Support organization. The Technical Support Analyst will deliver technical support to Stellic's customers. This role involves handling support tickets, ensuring timely and high-quality responses, and collaborating with the Engineering team to resolve bugs and address customer escalations. Within the first year, the Technical Support Analyst will develop product expertise and become a trusted technical advisor.

Responsibilities:

• Manage and respond to support tickets
• Provide high-quality technical support with response times under 12 hours
• Independently diagnose and resolve common issues
• Partner with Technical Writers to maintain a knowledge base
• Monitor customer support trends and identify areas for improvement
• Work closely with Engineering to resolve bugs or urgent technical issues
• Foster a customer-centric culture

Requirements:

• Customer service experience (5+ years preferred)
• Bachelor's degree
• Experience with education technology or student information systems
• Experience using support ticketing systems
• Strong troubleshooting and analytical abilities
• Excellent written and verbal communication
• Ability to manage multiple priorities

Stellic offers:

• Generous stock options
• Comprehensive health insurance
• Transport coverage
• Flexible hybrid work model
• Annual international retreats