Digital Rostering Specialist

Framework

44d • Remote

About The Position

Digital Solutions Rostering Consultants provide advanced (Tier 2 level) support to global customers utilizing education technology (EdTech) products. Reasons for contact range from answering basic functionality questions to complex set up, 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!

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

Requirements

• Strong Customer Service skills
• Strong Written and Verbal Communication skills
• High level of technical aptitude, ideally within the EdTech space
• Familiarity with software in the EdTech industry, such as Learning Management Systems and Student Information Systems (Clever, Schoology, Google Classroom)
• 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
• Experience 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 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)
• Must be available for the duration of the project and be fully available (not working another job in conjunction with this one)

Nice To Haves

• Minimum of one year in a support desk position
• Experience rostering/onboarding users into digital platforms and products
• Strong technical writing skills
• Advanced Microsoft Excel skills (formulas for data lookup, etc.)

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed