- Demonstrate consistency in high-quality of support with customers while showing knowledge of both the product and our internal processes.
- Ability to identify, document, and communicate any trends or issues for escalations internally or to other departments.
- Participate in the ongoing education of our products to support our customers and provide feedback to the product development team.
- Take an active part in providing and contributing to a positive team culture that is based remotely across the country.
- Be comfortable educating, coaching, and positively supporting others.
- Effective in innovating and adapting our support roles to the needs of an evolving educational customer base.
- Train additional support members on product activation for high-volume seasons.
- Ability to adapt to evolving duties and projects needed to fulfill the team’s needs.
- Associate’s degree (Bachelor’s preferred) in information technology, instructional technology/design, education, or a related major.
- Experience in K12, higher education, or EdTech preferred.
- Experience with school and district terminology and hierarchy relationships with respect to structure and change management.
- Experience with entitlement and license management.
- 1-3 years of combined experience in customer-facing technology/data support.
- Knowledge of Excel formulas, order of operations, and data types.
