What are the responsibilities and job description for the Technical Support Specialist, Alpha (Remote) - $60,000/year USD position at Crossover?
Educational support organizations face mounting complexity as schools, students, and families demand more. Institutions now require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most teams remain trapped in disconnected tools, manual handoffs, and fragile processes that break down in real-world scenarios.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents working at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you solve strengthens outcomes for thousands of learners and educators.
This is direct, production-level problem solving within a service context. You will investigate unclear, multi-party failures spanning learning tools, SIS platforms, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate approaches, and speed up resolution; capture the human logic that trains both systems and colleagues; and systematically detect patterns that transform isolated fixes into lasting, organization-wide enhancements.
This is not about ticket sorting, script execution, or "forward and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and curriculum boundaries, and when you can shift from technical diagnosis to stakeholder coordination without compromising precision, this role will be a natural fit.
What You Will Be Doing
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 www.crossover.com/help-and-faqs for more details on this topic.
Crossover Job Code: LJ-5729-US-RoundRoc-TechnicalSuppo.001
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents working at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you solve strengthens outcomes for thousands of learners and educators.
This is direct, production-level problem solving within a service context. You will investigate unclear, multi-party failures spanning learning tools, SIS platforms, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate approaches, and speed up resolution; capture the human logic that trains both systems and colleagues; and systematically detect patterns that transform isolated fixes into lasting, organization-wide enhancements.
This is not about ticket sorting, script execution, or "forward and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and curriculum boundaries, and when you can shift from technical diagnosis to stakeholder coordination without compromising precision, this role will be a natural fit.
What You Will Be Doing
- AI-Augmented Customer Resolutions: Examine complex tickets escalated by AI systems, contribute human insight where AI is limited, and then narrow that gap by enhancing the AI system
- Spending two full months ramping up; you will be expected to gain proficiency on multiple products within the first month (we acknowledge this is demanding)
- Depending on your managers for unblocking; if you are not skilled at removing your own obstacles, you will likely find this role challenging
- Combine technical human judgment and AI tools to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet entirely address
- A minimum of 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
- Must be based in a North or South American time zone
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 www.crossover.com/help-and-faqs for more details on this topic.
Crossover Job Code: LJ-5729-US-RoundRoc-TechnicalSuppo.001
Salary : $60,000