What are the responsibilities and job description for the Technical Support Specialist - Central/Mountain Time Zone (Remote) position at EPS Learning?
Job Description
Job Description
Salary : $45,000 - $52,000
Company Overview
EPS Learning is a leading K12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIRE, Explode The Code and Wordly Wise. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years. We are looking for candidates who want to be part of addressing one of our nations most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in childrens lives and driving equity across our nations public schools.
Position Summary
Are you passionate about helping educators succeed with digital tools? EPS Learning is looking for a dynamic Technical Support Specialist to manage technical support for our innovative digital products. In this role, you'll handle tier 1 and tier 2 inquiries from our educator community, focusing on seamless product rostering with third-party vendors like Clever, ClassLink, and SIS / LMS platforms. You'll work closely with Customer Success, Sales teams, and district / school administrators to ensure a smooth and efficient experience for our customers.
To be considered for this position, candidates must reside within central and mountain regions of the USA.
Responsibilities
- Interact with EPS Digital customers via telephone, Live Chat, email and webinar to provide customers with timely resolution of Tier I, and Tier II levels of technical support.
- Strive for first contact resolution for customer issues. These issues are expected to be technical in nature and may relate to subscription access, login challenges, connectivity issues, and other related matters concerning their EPS family of digital resources.
- Supports the creation and maintenance of EPSs knowledge base of articles.
- Hold a complete understanding of rostering options, sharing rules, and possible configurations in order to make recommendations to customers and internal stakeholders.
- Implement rostering method based on customer needs to ensure smooth training and onboarding experiences with Professional Learning and Customer Success Teams.
- Set up, schedule and maintain necessary accounts and digital licensing, rostering syncs and imports for various implementations, i.e. year-over-year implementations, summer sessions, etc.
- Collect any customer feedback received and share findings with Customer Success team.
- Communicate closely with both Professional Learning and Customer Success teams to maintain outstanding customer relationships, positioning our digital products for annual renewal.
Qualifications
Benefits and Perks
Compensation Range : The pay range for this position is $45,000 - $52,000. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions. Base pay is one component of EPS Learning's total compensation package, which also includes a generous benefits package, 401k plan, as well as bonus.
Dont meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse,inclusiveand authentic workplace, so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.
remote work
Salary : $45,000 - $52,000
