Title: Technical Support Agent

Reporting To: Senior Technical Account Manager

Job Type: Part time

The Role

Minerva's Technical Support team aims to deliver a world-class support experience, ensuring that partners are able to teach effectively and with minimal disruption on Forum, Minerva's full active learning platform. Support is provided during and outside of class, including assisting users – instructors and students – with resolutions to technical issues; answering questions about the platform; documenting bugs and solutions; and escalating technical issues to Product Engineers as needed.

The Technical Support Associate will play a critical role in addressing higher-order tasks on the team in addition to providing frontline support for live classes. Responsibilities include but are not limited to:

Observing live classes on Minerva's platform
Writing technical reports summarizing technical issues and resolutions
Responding to questions via our support chat feature, LiveChat
Answering Help Desk emails
Triaging and escalating software bugs
Investigating bugs and complex support questions
Scheduling frontline support agents for shifts

Most support interactions take place via Intercom and Front, so we are looking for someone who can interact via typing in real time with a professional but friendly and empathetic manner. The role also offers the flexibility to work from home while gaining experience at a company that is an innovative education technology leader.

Key Skills/Qualifications

Works well under pressure: All support agents respond in real time to incoming requests for help from both faculty and students during live classes
Quick learner: The Technical Support Agent is expected to learn and understand processes, solutions, and best practices from existing documentation and guide users to implement those solutions
Entrepreneurial perspective: We expect that the agent will identify, document, and address new tech or support issues not covered by existing documentation
Tech savvy: Comfortable with writing about technical specifications and systems
Can work in the IST or similar time zones

Personal Characteristics

Systematic thinker
Perceptive: can recognize patterns
Friendly, patient, and empathetic
Ability to effectively communicate with users across many cultures
Attention to detail
Strong communicator — written and spoken
Self driven and works well independently

Requirements

1-2 years in a Support Agent role for a tech company

Fluent in English. Other languages a plus but not required
Familiarity with any of the following tools Intercom, Slack, Notion, Front Google Sheets, and Asana preferred
Bachelor's Degree preferred

Location

UAE/India preferred

Compensation

About the Minerva Project

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.