Technical Support Associate (Contractor)

About the role

Ignite Reading is seeking a contract Technical Support Associate to join our Customer Experience Team for the fall tutoring term. Reporting to the Lead Sr. Manager, Technical Support, you will be the first line of help for the day-to-day technical issues that arise during live tutoring sessions—ensuring our tutors, students, and school partners can keep instruction running smoothly.

In this role, you will primarily handle student technical concern tickets raised by our tutors, the majority of which involve audio and video issues within Lessonspace, our third-party virtual classroom provider. Working in HubSpot's Help Desk, you will triage and resolve tickets using macros and basic Level 1 troubleshooting, escalating more complex cases as needed. Throughout, you will communicate with tutors and school partners in a professional, friendly, and solutions-oriented way that reflects well on Ignite Reading.

Responsibilities

• Serve as the first point of contact for student technical concern tickets submitted by tutors, primarily audio/video issues in Lessonspace, our virtual classroom platform
• Triage incoming tickets in HubSpot's Help Desk and route or escalate to the appropriate internal team when needed
• Perform basic (Level 1) troubleshooting to diagnose and resolve common connectivity, audio, and video issues
• Use HubSpot macros and AI-assisted drafting where appropriate to deliver clear, accurate, and personalized responses quickly while maintaining empathy and technical accuracy
• Communicate professionally and warmly with tutors and school partners, representing Ignite Reading in every interaction
• Meet or exceed established SLAs, including first response time, first resolution time, and CSAT survey targets
• Escalate, while continuing to manage, cases that require Level 2 or Support Engineer involvement
• Build a working knowledge of the Ignite Reading Platform and how it integrates with Lessonspace and other partner tools
• Contribute to knowledge base articles, macros, and troubleshooting guides based on resolved cases

Qualifications

• Familiarity with Ignite Reading's program strongly preferred; current or former Ignite Reading tutors especially encouraged to apply
• 1+ year in a technical support or customer support role, or equivalent experience supporting customers
• Experience supporting customers across channels such as tickets, email, chat, and screen shares
• Comfort troubleshooting audio/video and connectivity issues in a virtual or web-based environment; experience with Lessonspace or similar virtual classroom tools a plus
• Experience with HubSpot, or a comparable CRM/help desk platform, preferred
• Strong written communication with a friendly, empathetic, and professional tone
• Exceptional attention to detail and organizational skills; able to manage multiple tickets simultaneously
• Comfort with AI-assisted workflows while maintaining quality standards and personal accountability for customer outcomes
• Self-directed and reliable in a fully remote environment

Contract Details

Engagement type: Independent contractor (1099)

Dates: September 1 – October 31, 2026, with potential for extension based on business needs and performance

• Rate: $35/hour
• Location: Fully remote
• Hours: approximately 30 hours per week