What are the responsibilities and job description for the MTSS Application Support Specialist position at Edupoint Educational Systems, LLC?
HOURS: Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours.
Job Purpose
To provide Synergy MTSS support to all Edupoint customers.
Job Summary
As an MTSS Application Support Specialist at Edupoint, your primary role is to provide support for all aspects of MTSS (Multi-Tiered System of Supports) implementation, training, development, and ongoing client needs. You will assist customers with the scheduling of implementation events, enter district-specific configurations into the MTSS module, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings.
During the implementation phase, the MTSS Application Support Specialist will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead virtual meetings and trainings to support customers throughout the implementation and post-implementation phases.
In addition to customer support, MTSS Application Support Specialist will provide internal support for staff professional development training and guidance. Additionally, will contribute to product development efforts by completing Edupoint Quality Assurance tests to ensure that product releases meet or exceed quality standards.
As an MTSS Application Support Specialist, it is important to adhere to and promote all Edupoint guidelines to ensure consistency and quality in the support provided to customers.
Overall, the role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to staff professional development and product development efforts.
Job Duties
Certificates, Licenses, Registrations
In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):
Medical Insurance w/Prescription Drug Coverage
Dental Insurance Vision Insurance
Generous Paid Time Off & Holidays
Long Term Disability Insurance Life & Accidental Death & Dismemberment
Paid Maternity & Paternity Leave
Bereavement Leave
Professional Development Opportunities
Onsite Flu Shots for Staff & Immediate Family
Stocked Kitchen w/Healthy Snacks & Drinks
TRP Carpool Program
Employee Assistance Program
Opportunities for Community Involvement
Employer and Employee Contributed Health FSA
Employee Contributed Dependent Care FSA
401K Plan w/Company Matching & Immediate Vesting
Short Term Disability Insurance
Health & Wellness Program
Company Sponsored Fitness Challenge
Pet Insurance
Free Parking
Typical Physical Demands And Work Environment
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel in the performance of duties may be required.
Job Purpose
To provide Synergy MTSS support to all Edupoint customers.
Job Summary
As an MTSS Application Support Specialist at Edupoint, your primary role is to provide support for all aspects of MTSS (Multi-Tiered System of Supports) implementation, training, development, and ongoing client needs. You will assist customers with the scheduling of implementation events, enter district-specific configurations into the MTSS module, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings.
During the implementation phase, the MTSS Application Support Specialist will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead virtual meetings and trainings to support customers throughout the implementation and post-implementation phases.
In addition to customer support, MTSS Application Support Specialist will provide internal support for staff professional development training and guidance. Additionally, will contribute to product development efforts by completing Edupoint Quality Assurance tests to ensure that product releases meet or exceed quality standards.
As an MTSS Application Support Specialist, it is important to adhere to and promote all Edupoint guidelines to ensure consistency and quality in the support provided to customers.
Overall, the role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to staff professional development and product development efforts.
Job Duties
- Provide support to MTSS team which includes:
- Timely communication with customers
- Record & track meeting notes and events
- Schedule and organize implementation events
- Configure the MTSS module setup according to district decisions
- Lead Implementation virtual meetings
- Provide MTSS support for post-implementation clients
- Provide virtual training
- Collect customer information and analyze customer needs
- Build sustainable relationships of trust through open and interactive communication
- Greet customers warmly and ascertain problem or reason for calling
- Work closely with the Synergy MTSS team to schedule implementation events and report customer satisfaction
- Work with MTSS Team and the clients to review and modify the product setup according to client needs
- Answer incoming email/phone questions from implementation customers regarding MTSS
- Attend and record project meetings with implementation and post-implementation MTSS customers
- Create specialized documentation for each customer
- Maintain competency in all areas of the application as new features are added
- Participate in the creation and maintenance of documentation and materials
- Accurately document customer interactions and publish these documents for review by the Management Team
- Lead or assist in module presentations during Edupoint Users Conference
- Plan and present virtual MTSS Webinars
- Write and execute functional and regression tests and required release documentation
- Track defects and coordinate defect/issue resolution
- Ensure QA defined policies and procedures are followed on an ongoing basis
- Retain and demonstrate application knowledge in assigned product area
- Other duties as assigned
- Knowledge:
- K-12 education knowledge preferred
- Knowledge of student information systems, electronic gradebooks, instructional management systems, assessment systems a plus
- Strong technical background and experience with Google, Office Suite, Camtasia and video editing skills are a plus
- Synergy Instructional Application knowledge preferred
- Skills:
- Excellent listening, communication, phone, & email skills
- Excellent verbal and written communication skills required
- Must possess a positive attitude, patience, focus & conflict-resolution skills
- Must be people oriented and possess organizational and problem solving skills
- Must be flexible and able to perform a variety of duties and multi-task
- Must have strong attention to detail, analytical and time management skills
- Abilities:
- To work as part of a team effectively
- Ability to effectively communicate technical concepts to non-technical trainees
- Bachelor’s degree or one to two years related experience and/or training; equivalent combination of education
Certificates, Licenses, Registrations
- None
In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):
Medical Insurance w/Prescription Drug Coverage
Dental Insurance Vision Insurance
Generous Paid Time Off & Holidays
Long Term Disability Insurance Life & Accidental Death & Dismemberment
Paid Maternity & Paternity Leave
Bereavement Leave
Professional Development Opportunities
Onsite Flu Shots for Staff & Immediate Family
Stocked Kitchen w/Healthy Snacks & Drinks
TRP Carpool Program
Employee Assistance Program
Opportunities for Community Involvement
Employer and Employee Contributed Health FSA
Employee Contributed Dependent Care FSA
401K Plan w/Company Matching & Immediate Vesting
Short Term Disability Insurance
Health & Wellness Program
Company Sponsored Fitness Challenge
Pet Insurance
Free Parking
Typical Physical Demands And Work Environment
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel in the performance of duties may be required.
