Remote Technical Implementation Specialist

Summary

Join Age of Learning's Customer Success team as a Technical Implementation Specialist to provide technical support and expertise to strategic accounts.

Requirements

• Minimum 5+ years experience in technical customer support in a client-facing role
• Bachelor's degree in Education or Edtech experience preferred
• This is a remote position but must live in the Pacific or Mountain time zone
• Ability to travel to customer sites and team meetings as needed
• Demonstrated phone, email, communication, and presentation skills successfully supporting customers, particularly with technical questions
• Experience with Excel, SQL, and basic database concepts
• Solid knowledge of edtech rostering methods; previous knowledge of Clever or Class Link integration
• Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops
• Comfortable in a fast-paced and changing environment
• Ability to quickly learn new features and particulars of software applications
• Excellent communication skills (written and verbal) and demonstrated ability to work collaboratively with a high level of follow-through
• Ability to work with customers at all levels of technical expertise and provide support accordingly
• Must be self-directed and proactive
• Familiarity with case tracking and customer relationship management software (preferably Zendesk)

Responsibilities

• Own and drive the technical relationship with our customers
• Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team, and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship
• Listens to customers to gain a deep understanding of their intended outcome, processes, system environments, and data infrastructure
• Own scheduling and facilitating technical onboarding meetings for our most strategic accounts
• Coordinate communications with all required stakeholders on crucial support cases and high-priority issues
• Collaborate with the Senior support team to solve technical challenges related to assigned accounts
• Creates strategic relationships with key IT and technical stakeholders within our districts
• Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams
• Handles complex data integration cases, case escalations, and customer experiences
• Provides technical support to customers via phone, chat, email, video conferencing, and other channels
• Provides roster services and data integration support, AofL product support, networking, hardware/software, and other technical troubleshooting
• Thinks strategically about customer needs and partners with development teams to fix defects, new feature requests, improvements for the user experience, etc

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3-year anniversary), 11 observed national paid holidays plus 9 sick days
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions