Key Facts

Remote From:

United States

Category: Technical Support Specialist

Freelance

Mid-level (2-5 years)

English

Hard Skills

Account Management Customer Interaction Management RemedyForce (Ticket Management Software) Knowledge Base Netsuite Atlassian Confluence HubSpot CRM

Other Skills

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Troubleshooting (Problem Solving)
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Communication
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Detail Oriented
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Time Management

Roles & Responsibilities

2-4+ years of experience in technical support or customer support roles
Strong troubleshooting skills for common technical issues
Ability to follow documented processes and workflows consistently
Strong written and verbal communication skills

Requirements:

Interact with customers via phone, live chat, and email to resolve Tier 1 technical support issues
Manage and resolve a high volume of support tickets with a focus on speed and accuracy
Support order fulfillment and digital license activation workflows across platforms
Identify recurring issues and contribute to updates and improvements to knowledge base content

Job description

Company Overview

EPS Learning provides Science of Reading–aligned PreK–12 literacy solutions that help schools deliver effective, evidence-based instruction. Our portfolio includes trusted programs such as SPIRE®, SPIRE Up®, and Wordly Wise 3000®, supporting students across all tiers of instruction through print, digital, and blended learning solutions. We partner with districts nationwide to strengthen literacy outcomes and expand access to ESSA-aligned, evidence-based practices.

Backed by a private equity partner, EPS Learning continues to invest in product innovation and go-to-market capabilities to support long-term growth and impact. If you are motivated by meaningful work and want to help improve literacy outcomes for students across the country, you’ll find a collaborative, mission-driven team at EPS Learning committed to making a difference in classrooms every day.

Position Summary

We are seeking an hourly contract resource for the role of Technical Support Specialist. The Technical Support Specialist (Contractor) provides seasonal support for digital products, order fulfillment, and licensing activation within digital platforms. This role includes handling Tier 1 product support inquiries from educators and internal teams, including platform access, account setup, and basic product support.

This contractor will support high-volume periods, but there is potential for extended or longer-term engagement based on business needs and performance.

Schedule Requirements

Must be available to work Central Time hours (10:00 AM – 6:00 PM CT).
Availability required during peak/seasonal support periods.

The Opportunity

As a 1099 Independent Contractor, you will have the opportunity to work remotely from home; however, during peak busy season we will require additional hours to support the team.
This contract role begins in June 2026 and ends on October 31, 2026 and the hourly rate for this temporary 1099 role is $35.00 per hour.
Interact with customers via phone, live chat,and email to resolve Tier 1 technical support issue.
Provide support for common customer needs, including login/access issues, account setup, basic product questions, and navigation support.
Follow established workflows and documentation to ensure consistent and efficient resolutions.
Guide customers through standard setup and onboarding steps.
Quickly assess incoming issues to determine resolution path, escalating non–Tier 1 issues through defined channels.
Support high-volume periods by managing a large number of inbound customer requests.
Manage and resolve a high volume of support tickets with a focus on speed, accuracy, and clear documentation.
Maintain detailed and accurate case notes within NetSuite and Contivio.
Follow established ticketing workflows, queue management, and SLAs.
Support order fulfillment and digital license activation workflows across platforms.
Triage incoming cases to determine appropriate resolution path or escalation needs.
Identify recurring issues and flag trends or gaps in documentation.
Contribute to updates and improvements to internal and external knowledge base content.
Support the team during peak periods by owning lower-complexity, high-volume workstreams.

Professional Qualifications

2-4+ years of experience in technical support or customer support roles.
Experience working in high-volume, ticket-based environments.
Strong troubleshooting skills for common technical issues (login, access, basic configuration).
Ability to follow documented processes and workflows consistently.
Comfortable working across multiple systems and tools simultaneously.
Strong written and verbal communication skills, especially when guiding non-technical users.
Ability to quickly assess issues and determine appropriate resolution or escalation path.
Strong attention to detail while managing multiple cases simultaneously.
High level of comfort with technology and ability to quickly learn new systems and tools.
Strong written and verbal communication skills when supporting customers and explaining basic workflows.
Experience troubleshooting roster data issues and supporting basic data corrections.
Ability to troubleshoot common technical issues across browsers, devices, and operating systems.
Familiarity with technology commonly used in K–12 classroom environments.

Bonus Points for experience with any of the following:

Experience with Microsoft Teams, NetSuite and/or Contivio
Familiarity with Confluence, Hubspot, or similar knowledge base platforms
Previous experience supporting customers in a high-volume support environment
Experience working with K–12 educators or school districts.

Physical Demands and Materials/Equipment Utilized

This role is primarily performed in a computer-based environment and requires the ability to work across multiple systems while handling customer interactions via phone, chat, and email. Responsibilities include extended periods of sitting, typing, and viewing screens, along with clear verbal and written communication.
Contractors are expected to provide their own computer and maintain a reliable internet connection. Work will be performed within a virtual desktop environment.

Extended or Uncommon Working Hours