What are the responsibilities and job description for the User Support Advisor (Tier 1) position at Academic Innovations?
We are seeking a sharp, customer-focused User Support Advisor (Tier 1) to join our technical support team full-time. This role will primarily focus on providing exceptional customer support by phone, email, and Zoom for our online educational materials and products. While this position does not require highly technical computer skills, the ideal candidate must be comfortable with technology and eager to learn new tools and systems. This position will also include responsibilities such as data entry and making outbound calls to schools with incomplete account registrations. This is a great job for a creative problem-solver with strong troubleshooting skills, meticulous attention to detail, and the ability to thrive in both fast-paced and quieter work environments.
Building relationships with our customers is a priority, so the successful candidate must enjoy working with people directly. If you fit this description and you are looking for a career position, apply to join a company dedicated to empowering educators and students through innovative educational materials!
Qualifications
- Strong problem-solving skills with the ability to troubleshoot user and software issues.
- Genuine, customer-focused personality with an approachable phone manner and effective written communication.
- Experience in customer service, user support, or help desk roles (educational or SaaS experience preferred; transferable skills welcome).
- Comfortable handling inbound and outbound calls.
- Proficient with office suite applications, cloud-based software, and CRM tools (Salesforce experience a plus).
- Detail-oriented with strong organizational skills; accurate typing at 50 WPM.
- Eager to learn new tools, processes, and technologies, and contribute innovative ideas.
- Maintains composure and professionalism in challenging situations.
- Flexible with shifting priorities, supporting team needs during peak periods or absences.
- Committed to clear and responsive communication with individuals of diverse personalities and interaction styles.
Preferred Skills
- Familiarity with documentation and record-keeping best practices in a help desk/support environment.
- Exposure to supporting online learning platforms or similar technologies.
Compensation/Benefits
- Competitive wage (depending on skill set and experience)
- Paid time off
- Paid holidays
- Monthly wellness stipend
- Opportunities for professional development and growth
- Supportive and collaborative work environment
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Expected hours: 35 – 40 per week
Benefits:
- Flexible schedule
- Paid time off
- Retirement plan
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekdays
Education:
- High school or equivalent (Required)
Ability to Commute:
- Saint George, UT 84770 (Required)
Work Location: In person
Salary : $16 - $18