Respondus

Compensation

Full Description

About Us Respondus is a leading SaaS software company specializing in online exam integrity solutions for the education and training markets. Our applications integrate seamlessly with Learning Management Systems like Canvas, Brightspace, Blackboard and Schoology, and we provide top-notch support to the license administrators, instructors and students who use them. Thousands of universities, K-12 districts, testing centers, and assessment vendors use Respondus applications to deliver hundreds of millions of assessments annually. Our mission is to empower educational institutions and assessment partners with secure and reliable tools for online assessment. As a growing, profitable, 20+ year old business, we are laser-focused on customers. Join our dynamic team and help support a critical aspect of modern education. We are currently only reviewing applicants residing in Arizona, Colorado, Montana, Oregon, Texas, and Washington. About the role Provide Tier 1 and Tier 2 technical support to license administrators, university professors, and students using our software. This role requires excellent problem-solving abilities, strong communication skills, and a solid technical foundation. If you have a passion for education technology and enjoy helping users navigate technical challenges, we want to hear from you. And if you’ve worked for a college help desk supporting learning management systems like Canvas and Blackboard, you could be a great candidate for this position! Key Responsibilities: • Provide first and second-level technical support, primarily via ZenDesk but occasionally by phone/screenshare, to license administrators, educators, and students. • Diagnose and resolve issues related to software functionality, LMS integration, and user experience on Windows, Mac, iPad and Chromebook platforms. • Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex technical issues. • Assist users with account setup, system configurations, and troubleshooting of common technical problems. • Maintain detailed documentation of support interactions, issue resolution steps, and user feedback. • Contribute to the creation and maintenance of user guides, FAQs, and knowledge base articles. • Monitor and respond to support tickets within established SLAs, ensuring timely and high-quality service. • Participate in ongoing training to stay updated on product features, integrations, and industry best practices. Qualifications: • Technical support experience, in an educational technology setting or a SaaS company. • Strong technical proficiency with Windows and Mac operating systems (user-level troubleshooting—not administration). • Exceptional troubleshooting and problem-solving skills. • Excellent verbal and written communication abilities with a customer-first mindset. • Ability to manage multiple tasks and prioritize in a fast-paced environment. • Experience using support ticketing systems (e.g., Zendesk) and remote support tools. • Familiarity with Learning Management Systems (Canvas, Brightspace, Blackboard, Schoology, or similar platforms) is a significant plus. Preferred Qualifications: • Experience working directly with university or K-12 administrators, instructors, and students. Alternatively, experience working in the professional assessment, training, certification, or licensure market. • Knowledge of online exam integrity tools or educational assessment technologies. • Solid understanding of networking concepts and web-oriented troubleshooting. Why Join Us: • Be part of a forward-thinking company that values innovation and excellence. • Work with a fun, collaborative team that fosters a supportive environment. • Grow your responsibilities and skillset based on the technical and/or customer service strengths you bring to the role. More Information We are currently only reviewing applicants residing in Arizona, Colorado, Montana, Oregon, Texas, and Washington. This is a remote role requiring a work environment free of distraction. Flexibility is required to accommodate meetings with staff on both coasts of the United States. You must live in one of the states listed above. Salary is competitive and will be commensurate with experience. We also have a company-paid health plan, vacation package, matching 401K plan, profit-sharing, and bonus plan. As an equal opportunity employer, Respondus is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, gender identity and expression, veteran status, or other non- job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. However, we cannot hire anyone who needs visa sponsorship. Next Steps Send an email to jobs@respondus.com including your resume and a cover letter detailing your relevant experience and why you’d be a great fit for this role. A resume without an accompanying cover letter will be given less consideration for this position.