Technical Support Specialist, Alpha (Remote) - 60,000/year USDCrossover • Toronto, Ontario, Canada
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Technical Support Specialist, Alpha (Remote) - 60,000/year USD
Crossover
- Toronto, Ontario, Canada
- Toronto, Ontario, Canada
Über
We bridge this divide through a radically different approach: AI-enhanced "cyborg" specialists positioned at the heart of a dynamic educational environment. In this position, you will influence how the platform evolves. Each resolution refines future automation, each root cause investigation drives process refinement, and each edge case you decode enhances outcomes for thousands of learners and instructors.
This is direct, production-level troubleshooting within a service context. You will diagnose unclear, multi-party breakdowns across educational applications, student information platforms, authentication systems, network infrastructure, and operational procedures; apply AI to form hypotheses, validate, and expedite resolution strategies; capture the human logic that educates both technology and colleagues; and systematically surface patterns that transform isolated fixes into lasting, organization-wide enhancements.
This is not first-line sorting, checklist execution, or "forward and monitor." If you excel when documentation is sparse, when issues bridge technical teams, operations, and pedagogy, and when you can shift from system diagnostics to stakeholder coordination without sacrificing precision, this role will align with your strengths.
What You Will Be Doing
AI-Enhanced Issue Resolution: Investigate escalated cases flagged by AI platforms, deploy human judgment where AI capabilities are insufficient, then refine the AI framework to reduce future gaps
What You Won't Be Doing
Spending two full months onboarding; you will be required to become proficient with multiple products in the first month (we recognize this timeline is demanding)
Depending on management for direction; if you do not excel at self-unblocking, this role will present significant challenges
Technical Support Specialist Key Responsibilities
Combine technical human judgment with AI-driven tools to provide superior customer support, concentrating on intricate problems that AI systems cannot independently address
Basic Requirements
Must be based in North or South America
At least 3 total years of experience in a technical customer support role
Basic coding skills for the purpose of troubleshooting/bug fixes
Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
About Alpha
Want to join a learning rebellion that's transforming the traditional classroom?
Alpha School is on a mission to reshape education with a bold approach that harnesses AI to accelerate learning and unleash student potential.
They don't play by the old rules.
Alpha is creating a new paradigm where students master core academics in just two hours a day, freeing up time for hands-on, passion-driven learning that truly prepares them for the real world.
Alpha School is rewriting the rules of education.
Sounds too good to be true? It's not.
There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you
Working with us
This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult for more details on this topic.
Crossover Job Code: LJ-5729-CA-Toronto-TechnicalSuppo.002
Sprachkenntnisse
- English
Hinweis für Nutzer
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