Entry Level Product Support

Year Up United seeks an Entry-Level Product Support Specialist to help learners and staff effectively use our educational platforms and tools. In this role, you'll respond to user tickets, troubleshoot basic technical and product issues, document resolutions, and escalate complex cases as needed. You'll collaborate with program, data, and tech teams to identify recurring issues, improve knowledge bases, and support new feature rollouts. This role is ideal for early-career professionals eager to build technical support and product operations skills within a mission-driven, learning-focused nonprofit environment.

Responsibilities

• Respond to user inquiries and support tickets related to educational platforms and tools
• Troubleshoot basic technical and product issues and resolve or escalate as appropriate
• Document issues, resolutions, and FAQs in the knowledge base
• Collaborate with program, data, and technology teams to address recurring product problems
• Support testing and rollout of new product features or updates
• Track and report on ticket volume, resolution times, and common issue trends
• Provide clear, empathetic communication to learners, staff, and partners
• Follow data security and privacy guidelines when handling user information

Required Skills

• Customer support
• Technical troubleshooting
• Ticketing systems (e.g., Zendesk, Freshdesk, Jira)
• Basic data entry and reporting
• Knowledge base documentation
• Saa
• S/product support
• Basic SQL or data querying
• CRM usage (e.g., Salesforce)
• Written and verbal communication
• Time management