SE Application Support Specialist

Edupoint Educational Systems LLC•Mesa, AZ

3d•Onsite

About The Position

The Special Education (SE) Application Support Specialist’s primary role is to provide support for all aspects of Special Education implementation, training, configuration, compliance support, and ongoing client needs. This role will assist customers with implementation planning, configure district-specific setups within the Special Education module, and provide support through email, phone, and virtual meetings. This role will also work closely with school districts to configure Special Education modules in alignment with district processes and state and federal compliance requirements. This includes creating and customizing system-generated documents such as IEPs, evaluations, and compliance forms, as well as modifying application screens, fields, and workflows to meet district-specific needs. During implementation, the SE Application Support Specialist will organize and track project timelines, lead virtual meetings and trainings, and ensure successful onboarding. Post-implementation, this role will provide ongoing support, troubleshooting, and guidance. The SE Application Support Specialist also supports internal staff development and contributes to product quality through testing and feedback, while adhering to Edupoint standards and best practices.

Requirements

K-12 Special Education knowledge preferred (IDEA, IEPs, evaluations, compliance)
Knowledge of student information systems or Special Education software preferred
Understanding of MTSS and 504 processes a plus
Strong technical background with Google Workspace and Microsoft Office
Synergy application knowledge preferred
Excellent verbal and written communication skills
Strong customer service and interpersonal skills
Ability to explain technical concepts to non-technical users
Strong organizational and problem-solving skills
Ability to multitask and manage competing priorities
Strong attention to detail and time management skills
Ability to work effectively as part of a team
Ability to lead meetings and trainings
Ability to manage implementation processes
Ability to adapt in a fast-paced environment
Bachelor’s degree or one to two years related experience and/or training; or equivalent combination of education and experience
Special Education credential or experience preferred

Responsibilities

Provide timely communication and support to customers
Record and track meeting notes and implementation events
Schedule and organize implementation activities
Configure the Special Education module according to district requirements
Create and customize Special Education documents including IEPs, evaluations, and compliance forms
Modify application screens, fields, and workflows to align with district-specific processes
Lead implementation virtual meetings and trainings
Provide post-implementation support to customers
Collect customer information and analyze needs
Build strong customer relationships through effective communication
Respond to customer inquiries via phone, email, and virtual meetings
Work closely with internal teams to review and modify configurations
Create and maintain customer-specific documentation
Maintain competency in application features as enhancements are released
Participate in creation and maintenance of documentation and training materials
Document customer interactions for internal review
Assist in presentations at user conferences and webinars
Perform functional and regression testing and document results
Track defects and assist in issue resolution
Ensure QA policies and procedures are followed
Other duties as assigned