K12 Onboarding and Rostering Technical Support Specialist

Framework; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company in the EdTech space seeks a K12 Digital Solutions Rostering Consultant. This seasonal role offers the chance to provide advanced support to global customers, helping them navigate and utilize educational technology effectively. You'll engage with clients through various channels, delivering solutions and ensuring a seamless experience. Ideal candidates will possess strong customer service skills and technical aptitude, with a focus on fostering trust and collaboration. Join a team dedicated to making a difference for students and teachers worldwide!

Qualifications

• 1 year in a technical support desk position.
• Backend experience with Learning Management Systems.
• Familiarity with EdTech software like Clever and Schoology.

Responsibilities

• Provide technical consultations and resolve customer issues.
• Develop solutions for user account challenges.
• Interact with customers through various communication channels.

Skills

Customer Service Skills

Written Communication

Technical Aptitude

Problem-Solving Skills

Analytical Skills

Multi-tasking

Attention to Detail

Education

Associate Degree

Bachelor's Degree

Tools

Salesforce

MS Outlook

MS Word

MS Excel

MS Teams

Job description

Job Description:

Job Title: K12 Edtech/Digital Solutions Rostering Consultant (Seasonal)

Location: Remote

Hours:

June - July/40 hours per week (M-F 8:30-5:30 PM)

August - September/40-50 hours/week

September - October/back down to 40 hours with some potential to flex

Type: W-2 hourly $32.50/hr

Day in the Life

Digital Solutions Rostering Consultants provide advanced (Tier 1 - 2 level) support to global customers utilizing education technology (EdTech) products. Reasons for contact range from answering basic functionality questions to complex setup, onboarding, and error resolution. This individual independently provides technical consultations and resolves technical problems. Occasional guidance and direction from other experienced support personnel may be required to complete tasks but this should be limited in frequency. Connecting to the mission is important - you will have the opportunity to make a difference every day for students and teachers around the world!

*Please apply only if you have K12 back-end SIS admin—experience with onboarding troubleshooting and rostering.

High-Level Summary and Realistic Preview of Job:

• Interact with customers through email, phone, and audio/video conferences
• Providing technical consultations around account creation, access to and use of various online resources/products
• Solving user account challenges for all online products
• Develop solutions for customer problems
• Proactively identify potential challenges with platforms and products and recommend solutions that will resolve them

What You Need to be Successful (Required to perform this role)

• Strong Customer Service skills
• Strong Written and Verbal Communication skills
• High level of technical aptitude, ideally within the EdTech space
• Ability to communicate effectively about technical solutions around rostering, and access (Single-Sign-on) with both non-technical and highly technical customers and colleagues (e.g., IT staff and data analysts). You will translate technical information into everyday language for those with less technical expertise
• Patience with technically challenged individuals
• Ability to quickly learn Internet based applications
• Familiarity with a range of operating systems including Windows, Mac OS X, Chromebooks, and iOS
• Proficiency with MS Outlook, MS Word, MS Excel, and MS Teams
• Experience using Salesforce
• High level of comfort navigating the Internet and conducting detailed searches for specific information
• Strong analytical and problem-solving skills
• Ability to multi-task
• Attention to detail

Must Have

• 1 year in a technical support desk position
• Backend experience with LMS's
• Familiarity with software in the EdTech industry, such as Learning Management Systems and Student Information Systems (Clever, Schoology, Google Classroom)
• Experience rostering/onboarding users into digital platforms and products
• Strong technical writing skills
• Advanced Microsoft Excel skills (formulas for data lookup, etc.)

How We Work (Competencies)

• Instills Trust
• Values Differences
• Nimble Learning
• Cultivates Innovation
• Connects With Courage
• Action Oriented

Physical Requirements

• Must be able to collaborate with customers and colleagues via conference calls and online meetings
• Will be in a stationary position for a considerable time (sitting and/or standing)

Education:

• Associate (Required), Bachelors (Preferred)

Shift availability:

• Day Shift (Required)* Must be fully available standard business hours

Work Location: Remote