Technical Implementation Specialist

Age of Learning; Town of Texas (WI); Remote; USD 95,000 - 105,000; Full time

Job summary

An established industry player is seeking a Technical Implementation Specialist to join their Customer Success team. This role is crucial for providing top-notch technical support to strategic accounts, ensuring seamless integration and customer satisfaction. The ideal candidate will leverage their extensive experience in technical customer support, possess strong communication skills, and thrive in a dynamic environment. With a focus on building relationships and solving complex technical challenges, this position offers a unique opportunity to contribute to the success of educational initiatives that impact millions of children. If you're passionate about technology and education, this role is perfect for you.

Benefits

90% Health Premiums Covered

401(k) with Employer Match

15 Vacation Days

Flexible Work Options

Qualifications

• 5+ years in technical customer support, client-facing.
• Experience with edtech rostering methods and integrations.

Responsibilities

• Drive technical relationships with customers and support onboarding.
• Collaborate with internal teams to ensure excellent customer experience.

Skills

Technical Customer Support

Communication Skills

Excel

SQL

Edtech Knowledge

SaaS Support

Problem Solving

Collaboration

Education

Bachelor's Degree in Education

Edtech Experience

Tools

CRM Software (Zendesk)

Data Integration Tools

Job description

1 day ago Be among the first 25 applicants

Company Overview:

Age of Learning is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com Early Learning Academy and Adventure Academy, as well as the adaptive, personalized school solutions, My Math Academy, My Reading Academy, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.

Summary:

Age of Learning's Customer Success team is seeking an experienced Technical Implementation Specialist to provide the highest level of technical support and expertise to some of our largest and most strategic accounts. The Technical Implementation Specialist is technically competent, business-oriented, and highly customer-centric.

The Technical Implementation Specialist serves as a trusted technical advisor, leads customers to solutions, and is responsible for leading the technical/onboarding activities between our most strategic customers and our customer care team. The ideal Technical Implementation Specialist has excellent communication skills and dynamic product/technical skills.

Responsibilities:

• Own and drive the technical relationship with our customers
• Participate in pre-sales customer meetings with the school district’s highest technical team members, curriculum team, and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship
• Listen to customers to gain a deep understanding of their intended outcomes, processes, system environments, and data infrastructure
• Own scheduling and facilitate technical onboarding meetings for our most strategic accounts
• Coordinate communications with all required stakeholders on support cases and high-priority issues
• Collaborate with the support team to solve technical challenges related to assigned accounts
• Create strategic relationships with key IT and technical stakeholders within districts
• Represent customer/project needs while interfacing with Product Management, Development, QA, and Support teams
• Handle complex data integration cases, escalations, and customer experiences
• Provide technical support via phone, chat, email, video conferencing, and other channels
• Support roster services, data integration, product support, networking, hardware/software, and troubleshooting
• Think strategically about customer needs and partner with development teams to address defects, feature requests, and UX improvements
• Stay current with hardware, software, and networking technologies
• Continuously improve technical skills and product knowledge
• Work closely with internal teams to ensure a great customer experience, including tracking and reporting issues
• Contribute to customer success through increased product understanding

Minimum Qualifications:

• Minimum 5+ years experience in technical customer support in a client-facing role
• Bachelor's degree in Education or Edtech experience preferred
• Ability to travel up to 50% to customer sites and meetings, depending on the time of year
• Must live in Texas or California near a major airport (remote position)
• Proven communication skills supporting customers with technical questions
• Experience with Excel, SQL, and basic database concepts
• Knowledge of edtech rostering methods; familiarity with Clever or ClassLink integrations
• Experience supporting SaaS, web browsers, networking, hardware devices (phones, tablets, laptops, desktops)
• Comfortable in a fast-paced, changing environment
• Quick learner of new software features and details
• Excellent written and verbal communication, collaborative work skills, high follow-through
• Ability to support customers at all technical levels
• Self-directed and proactive attitude
• Familiarity with case tracking and CRM software (preferably Zendesk)

Compensation and Benefits:

• Salary range: $95,000 - $105,000 USD, depending on experience and location
• Health and welfare benefits: 90% premiums covered for employees, 65% for dependents
• 401(k) with employer match
• Paid time off: 15 vacation days (increases to 20 after 3 years), 12 holidays, 9 sick days, 16 volunteer hours annually
• Flexible work options: hybrid or fully remote

Security and Equal Opportunity:

We prioritize a safe recruitment process: communication from official @aofl.com emails or verified LinkedIn accounts only. Never request sensitive info early. Interviews via phone, in person, or Zoom only. Job offers verbally communicated, followed by written via Docusign. Requests for personal info occur through secure channels only.

We are an Equal Opportunity Employer, committed to non-discrimination based on protected characteristics. We consider qualified applicants with criminal histories as per EEOC and applicable laws.