Responsiblities:

• 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.
• Expert in the latest hardware, software, and networking technologies
• Continually improves technical and service skills as well as company knowledge of products and services
• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
• Has a direct impact in making our customers successful through increasing their product understanding

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 up to 50% of the time depending on the time of year.
• 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).