Technical Support Specialist

Great Minds•Dc, DC

36d•Remote

About The Position

Reporting to the Technical Support Supervisor, the Technical Support Specialist will assist with successful customer rostering and technical support of Great Minds’ K-12 digital products. This entry-level position will act as a part of the Digital Department, working closely with district administrators for pre- and post-sales support, troubleshooting customer inquiries, and providing overall customer satisfaction.

Requirements

Minimum of 1 year of experience in a technical support or account management role in educational technology
Familiarity with K-12 rostering, SIS and LMS solutions
Excellent writing and communication skills
Excellent critical thinking and problem-solving abilities
Ability to effectively multi-task in a fast-paced environment

Nice To Haves

Experience utilizing CRM or OMS such as Salesforce

Responsibilities

Analyze customer order data to manage and track the fulfillment process of Great Minds’ digital products.
Strategize with school and district administration on the best rostering and integration solution to meet their objectives and support them with responses to technical questions.
Act as a liaison between school district representatives, the Sales team, the Success team, broader Technical Support and Escalations team, and the Product and Development teams to communicate current implementation options and requests for future enhancements.
Identify and report trending digital errors and issues to the appropriate Great Minds team(s) to prevent disruption of digital services.
Maintain knowledge of product functionality and capabilities along with industry standards and common practices for user management and inter-operability.
Analyze support ticket data and/or product usage data and develop visual representations to identify trends and recommend improvements.