Technical Support Specialist
WFA Digital Insight
Demand for technical support specialists in the educational technology sector has seen significant growth, with a 25% increase in job postings over the last year. As schools and districts increasingly adopt digital solutions, the need for skilled professionals who can manage and support these systems has never been more pressing. Great Minds, a leader in developing high-quality, knowledge-rich curricula, is at the forefront of this trend. With a strong focus on customer satisfaction and technical support, this role offers a unique opportunity for those with a passion for education and technology to make a meaningful impact. Before applying, candidates should be aware that a minimum of 1 year of experience in technical support or account management is required, as well as familiarity with K-12 rostering, SIS, and LMS solutions.
Job Description
About the Role
The Technical Support Specialist role at Great Minds is an entry-level position that will play a critical part in the company's continued growth and success. As a key member of the Digital Department, this role will be responsible for providing technical support to customers, troubleshooting issues, and ensuring overall customer satisfaction. The successful candidate will work closely with district administrators, the Sales team, the Success team, and other stakeholders to deliver exceptional support and service.The role will involve analyzing customer order data, strategizing with school and district administration on rostering and integration solutions, and identifying and reporting trending digital errors and issues. The Technical Support Specialist will also act as a liaison between various teams, communicating current implementation options and requests for future enhancements.
Great Minds is committed to developing high-quality, knowledge-rich curricula that make a lasting impact on student outcomes. The company's products, including Eureka Math and Wit & Wisdom, are trusted by thousands of schools and districts nationwide, and the Technical Support Specialist will play a vital role in supporting the successful implementation of these products.
What You Will Do
- 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
- Provide technical support to customers, troubleshooting issues and resolving problems in a timely and professional manner
- Act as a liaison between school district representatives, the Sales team, the Success team, and other stakeholders to communicate current implementation options and requests for future enhancements
- Identify and report trending digital errors and issues to the appropriate Great Minds teams
- Develop visual representations of support ticket data and product usage data to identify trends and recommend improvements
- Maintain knowledge of product functionality and capabilities, along with industry standards and common practices for user management and inter-operability
- Collaborate with the Technical Support and Escalations team to resolve complex technical issues
- Stay up-to-date with new product releases, updates, and features to provide effective support
What We Are Looking For
- 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
- Experience utilizing CRM or OMS such as Salesforce
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
- Strong customer service skills
Nice to Have
- Experience with data analysis and visualization tools
- Familiarity with educational technology products and services
- Certification in technical support or a related field
- Experience working in a remote or distributed team environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading educational technology company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Be prepared to discuss your experience with technical support and account management in educational technology, and how you can apply your skills to this role.
- Make sure you have a strong understanding of K-12 rostering, SIS, and LMS solutions, and be prepared to ask informed questions during the interview process.
- Highlight your excellent writing and communication skills, and provide examples of how you have effectively communicated technical information to non-technical stakeholders.
- Emphasize your ability to work independently and as part of a team, and provide examples of how you have managed multiple priorities and projects in a fast-paced environment.
- Research Great Minds and their products, and be prepared to discuss how you can contribute to the company's mission and values.
- Be prepared to discuss your experience with data analysis and visualization tools, and how you can apply your skills to identify trends and recommend improvements.
- Ask about the company culture and values, and how they impact the way the team works and interacts with each other and with customers.
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