Ellevation is looking for a Product Support Specialist to join our mission of providing impactful and efficient support to our partners. The Product Support team works closely with educators, administrators, and other district stakeholders to help them maximize the tools Ellevation offers to serve their EL student population better. We deliver thoughtful and efficient solutions to our partners by combining communication skills, such as active listening, with technological skills such as Excel, JIRA, and SQL. Additionally, we work daily to leverage and improve our internal resources to consistently improve and scale support for our growing user base.
We are looking for:
Troubleshooters: You have a penchant for problem-solving and diagnosing the break in the chain. You approach complicated situations with a critical eye and are excited about reaching resolutions. When confronted with an issue, you are willing to spend time narrowing down possibilities to find the best solution and can find the root causes of issues as well as their concrete effects. You are eager to learn new skills in order to solve complex challenges.
Teachers: You are an efficient and empathetic communicator, able to maintain a patient and professional tone when working through challenges with others. You have a knack for breaking down complicated workflows and are able to highlight important takeaways to ensure successful delivery with each interaction. You are able to give and receive feedback constructively. Additionally, you strive to keep our mission at the forefront of your everyday work.
Self-learners: You are forever curious and excited by learning new things. You have a desire to continuously learn about Ellevation and our mission, technology, software products, and service behaviors. You are consistently interested in leveraging and developing your ability to adapt and stay organized in ambiguous environments.
Within 1 month, you will:
- Become familiar with Ellevation, including our organizational structure, culture, and values.
- Learn about our product offerings and feel confident navigating the Ellevation platform.
- Setup and familiarize yourself with our internal tools and communication norms (Slack, GSuite, Jira/Wiki)
- Attend cross-team overviews and partner calls to understand further the teams we collaborate with and how we support our partners.
- Begin responding to simple partner requests in Zendesk with support from team members.
Within 3 months, you will:
- Start to investigate district data files and identify the root cause of issues. Partner with the data team to resolve data issues
- Begin to respond to more complex customer requests with support from team members
- Lead your first phone/video calls with users to gain additional context on ticket requests
- Troubleshoot product defects and write your first bug tickets for follow-up by the engineering team
- Learn about regional compliance workflows and how they impact customer needs
Within 12 months, you will
- Help Implement projects to optimize workflows, develop team resources, and foster cross-team collaboration
- Understand user challenges and deliver feedback and/or feature improvement requests to the proper internal teams
- Independently address workflow configuration requests and complex data troubleshooting
- Take weekly shifts on our internal help-desk Slack channel to assist internal teams with bug troubleshooting and reporting
- Maintain in-depth knowledge of Ellevation’s evolving features and offerings
- Develop an in-depth understanding of regional workflows and timelines
Necessary Skills:
- Able to skillfully manage and prioritize a large number of requests in a fast-paced environment.
- Demonstrated ability to interact positively with a wide range of user personalities and backgrounds.
- Excellent written and oral communication skills. Able to clearly explain complex technical concepts to non-technical users.
- Able to respond professionally and calmly to customers in difficult or emotional situations.
- Comfortable working with technology and able to quickly learn new technologies and software tools.
- Adept at collaborating with internal teams to resolve customer requests and other issues.
Bonus if you have:
- A passion for education and an interest in contributing to a mission-centered company focused on improving student outcomes
- Previous experience and proven success in customer support or related role
- Familiarity with Excel and/or SQL. Genuine interest and fluency in technology
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About Us:
At Ellevation, we develop world-class software to help educators serve the fastest growing population of K-12 students: English Learners (ELs). Ellevation helps school districts transform their Multilingual Learner programs and ensure all students can achieve their highest aspirations. Our product suite includes a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.
We are a fast-growing, mission-driven technology company partnering with over 1,200 school districts and more than 3 million current and former English Learners. Over the next five years, we plan to double the number of ELs we serve and drive measurable outcomes for students. Ellevation merged with Curriculum Associates in 2021 to accelerate impact for Multilingual Learners. Our company continues to operate independently and is well-capitalized to support our ambitious social and financial objectives.
Why Ellevation?
In addition to our great benefits and competitive salaries, here are some things that make us unique:
+ Mission-driven organization where team members are empowered to make a significant impact
+ Opportunities to join DEIB-focused groups and support building a culture of belonging
+ Professional development and growth opportunities
+ Company and team offsites in various cities across the United States
+ Collaborative workspace in the heart of Boston - a stone’s throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided
+ Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
+ Remote and in-person wellness programming to support team’s mental and physical wellbeing
Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We are committed to creating an inclusive workplace that promotes and values a range of ideas and opinions.
We believe in building a culture where productivity can flourish, one that is empathetic, respectful, and inclusive. We are proud to have been recognized in prior years as “Best Tech Workplace for Diversity” by the Timmy Awards for investing in training around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of continuous learning and feedback across the company. We are encouraged by our progress, but there’s more work to be done.
Benefits – Benefits eligible employees (and qualifying dependents) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company’s 401(k) retirement plan and receive an employer match up to 7%. Employees have access to flexible paid time off for vacations, sick and disability policy, additional 10 paid company holidays, 2 floating holidays and a winter office closure between Christmas and New Year’s. In addition, we provide a generous parental leave benefit, back-up childcare or eldercare, and a variety of other perks to support the health and well-being of our employees.
Additional Information: Ellevation operates under Curriculum Associates, LLC, an Equal Opportunity Employer. Curriculum Associates, LLC will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Curriculum Associates, LLC will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination, rates of pay or other forms of compensation.
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