[Remote] Technical Support Specialist
Note: The job is a remote job and is open to candidates in USA. Great Minds is a mission-driven organization focused on providing high-quality educational materials. The Technical Support Specialist will assist in the successful customer rostering and technical support of K-12 digital products, working closely with district administrators to ensure customer satisfaction.
Responsibilities
- Analyze customer order data to manage and track the fulfillment process of Great Minds’ digital products
- Strategize with school and district administration on the best rostering and integration solution to meet their objectives and support them with responses to technical questions
- Act as a liaison between school district representatives, the Sales team, the Success team, broader Technical Support and Escalations team, and the Product and Development teams to communicate current implementation options and requests for future enhancements
- Identify and report trending digital errors and issues to the appropriate Great Minds team(s) to prevent disruption of digital services
- Maintain knowledge of product functionality and capabilities along with industry standards and common practices for user management and inter-operability
- Analyze support ticket data and/or product usage data and develop visual representations to identify trends and recommend improvements
Skills
- Minimum of 1 year of experience in a technical support or account management role in educational technology
- Familiarity with K-12 rostering, SIS and LMS solutions
- Excellent writing and communication skills
- Excellent critical thinking and problem-solving abilities
- Ability to effectively multi-task in a fast-paced environment
- Bachelor's degree
- Experience utilizing CRM or OMS such as Salesforce
Company Overview
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