Technical Support Specialist, AP Classroom User Support

College Board • New York, NY

15d • $44,000 - $75,000 • Remote

About The Position

The AP Program is conducting a search for a Technical Support Specialist, AP Classroom User Support. You'll be the first line of defense for students, teachers, and administrators, distinguishing user errors from technical bugs and making sure every customer gets a timely, accurate response. AP Classroom releases updates every two weeks, so staying current is part of the job. Your accurate issue-tagging also feeds product reporting on user friction, feature improvements, and prioritization, so every case you handle carries weight beyond the individual customer. Come join us in our mission to connect students to college success and opportunity. The AP Program lets students tackle college level work while still in high school, whether online or in the classroom, and through AP Exams, they can earn college credit and placement.

Requirements

• A background in software customer support
• Experience with online customer inquiries including high-volume seasonal support demands and support case management processes
• Experience using Salesforce for case management (case list and reports) and email template creation/utilization
• Strong written communication skills: clear, concise, and professional.
• Strong organizational skills with a process-oriented mindset
• Ability to prioritize multiple competing support demands, using a combination of good judgment and recommended operating procedures, with a focus on service.
• Ability to track and communicate complex issues, manage case statuses by priority and drive to resolution through effective communication and customer advocacy with team.
• Strong analytical thinking and structured problem-solving skills, with the ability to investigate the root cause of an issue rather than pattern matching to a known one, connecting what a customer reports to platform knowledge to reach an accurate conclusion.
• Ability to work independently with minimal oversight in a small team environment, self-directing to the next priority once current work is complete, as well as collaborating effectively as part of a team.
• Ability to quickly learn and navigate a feature-rich application, with comfort ramping up on complex, unfamiliar tools.
• A passion for expanding educational and career opportunities and mission-driven work
• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
• Clear and concise communication skills, written and verbal
• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
• Authorization to work in the United States

Nice To Haves

• Experience with process improvement
• Experience supporting SaaS applications, fielding LMS technical queries

Responsibilities

• Interact with customers/end users on case management (75%)
• Case management and external communications
• Review and triage incoming support requests from students, teachers and school administrators in Salesforce (daily). Primary sources of user inquiries
• Help Form within AP Classroom (which generates cases)
• Escalated cases from College Board general customer support (e.g., calls from users requesting help with AP Classroom)
• Submissions via Help articles
• Review, update, and tag cases appropriately with issue descriptors and record interactions/activity to maintain accurate data for each case and overall case management reporting.
• Develop and maintain good knowledge of the AP Classroom features and higher-level understanding of the platform (updates are released every two weeks) to provide the most up-to-date information to the customer.
• Request additional information from customers when needed.
• Provide accurate and complete responses to the customer inquiry via email, utilizing email templates when relevant.
• Use customer-provided information and knowledge of feature behaviors to investigate reported issues/concerns in order to provide resolution or process a bug or enhancement request.
• Manage case statuses, respond to/follow-up with customers in a timely manner for Functional (How To) and Technical issues (those that are associated with a bug issue/Jira ticket).
• Interact with internal people to address or manage escalations (to development, product, content teams) (25%)
• Escalating issues & internal communication
• Communicate with Product team members via the Slack support channel when there are site-wide or larger issues that need immediate attention.
• Create a Jira ticket for a reported or discovered bug or an enhancement request when appropriate.
• Follow bug/enhancement escalation instructions to provide detailed information to the development team so the issue can be investigated/groomed quickly.
• For bugs, monitor and follow up with customers/update case status once the issue is resolved.
• Escalate course content inquiries to the curriculum domain experts for evaluation.

Benefits

• meaningful career
• supportive team
• comprehensive package designed to help you thrive
• fair and competitive compensation grounded in your qualifications, experience, impact, and the market
• open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process

What This Job Offers

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