Partner Support Specialist

Waterford.org

96d • $55,000 - $65,000

About The Position

Waterford.org is seeking a detail-oriented and tech-savvy Partner Support Specialist to provide frontline assistance to educators and administrators. This role involves supporting school educators with technical troubleshooting, navigation guidance, and general inquiries related to the Waterford Early Learning platform and services. Reporting to the Partner Support Manager, this full-time, remote role works collaboratively across Partner Success, Professional Learning, Partnerships, and School Relations teams to ensure seamless communication of user challenges and resolutions. The Partner Support Specialist provides insights that drive continuous improvement of our services and platform. This role is ideal for someone who thrives on taking swift, responsive action to resolve challenges, while championing positive user experiences.

Requirements

• Strong communication and problem-solving skills.
• Familiarity with educational platforms and tools (e.g., Clever, Chrome, school reporting systems).
• Ability to work quickly, independently, and manage multiple support requests.
• Proficiency with support ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and knowledge base tools.
• Comfort with troubleshooting browser-based applications and common user devices.
• Experience in a school or educational technology environment.

Responsibilities

• Respond to teacher and administrator questions regarding available resources and support options for various educational needs.
• Handle manual and CSV roster imports to ensure accurate student and staff data integration.
• Guide school staff on where to locate specific features or information within educational platforms.
• Assist with basic login issues, including identifying and resolving cases where manual logins are used instead of Clever integration.
• Verify browser settings, pop-up permissions, redirects, and app versions to ensure smooth activity access and functionality.
• Help users access and interpret school reports, ensuring they can make informed decisions based on the data.
• Communicate cross-functionally with professional learning, partner success, and school relations about the status of partner updates so everyone is aligned.
• Advocate for partner needs by submitting product feature requests and enhancement ideas on their behalf.
• Provide overflow support for family experiences, supplementing the Guided Family Services team as needed.
• Maintain fluency with Waterford’s platform and services to provide knowledgeable technical support.
• Oversee documentation of common issues, solutions, and internal troubleshooting protocols in the knowledge base.
• Continuously champion, promote, and advance diversity, equity, and inclusive excellence at Waterford.org.
• Collaborate on and contribute to organizational DEI efforts and goals.

Benefits

• Fully paid primary premiums for health insurance.
• Dental insurance.
• Basic life insurance.
• Disability insurance.
• One-time HSA contribution for new hires.
• Retirement contributions matched up to 5%.
• Generous vacation, sick, and holiday offering.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees