Technical Implementation Specialist (Remote - West)

Company Overview:Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.

Summary:Age of Learning's Customer Success team is seeking an experienced Technical Implementation Specialist to provide the highest level of technical support and expertise to some of our largest and most strategic accounts. The Technical Integration Specialist is technically competent, business-oriented, and highly customer-centric.

The Technical Implementation Specialist serves as a trusted technical advisor, leads customers to solutions, and is responsible for leading the technical/onboarding activities between our most strategic customers and our customer care team. The ideal Technical Implementation Specialist has excellent communication skills and dynamic product/technical skills.

Responsiblities:

• Own and drive the technical relationship with our customers.
• Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team, and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship.
• Listens to customers to gain a deep understanding of their intended outcome, processes, system environments, and data infrastructure.
• Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.
• Coordinate communications with all required stakeholders on crucial support cases and high-priority issues.
• Collaborate with the Senior support team to solve technical challenges related to assigned accounts.
• Creates strategic relationships with key IT and technical stakeholders within our districts.
• Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.
• Handles complex data integration cases, case escalations, and customer experiences
• Provides technical support to customers via phone, chat, email, video conferencing, and other channels
• Provides roster services and data integration support, AofL product support, networking, hardware/software, and other technical troubleshooting
• Thinks strategically about customer needs and partners with development teams to fix defects, new feature requests, improvements for the user experience, etc.
• Expert in the latest hardware, software, and networking technologies
• Continually improves technical and service skills as well as company knowledge of products and services
• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
• Has a direct impact in making our customers successful through increasing their product understanding

Requirements:

• Minimum 5+ years experience in technical customer support in a client-facing role
• Bachelor's degree in Education or Edtech experience preferred.
• This is a remote position but must live in the Pacific or Mountain time zone.
• Ability to travel to customer sites and team meetings up to 50% of the time depending on the time of year.
• Demonstrated phone, email, communication, and presentation skills successfully supporting customers, particularly with technical questions.
• Experience with Excel, SQL, and basic database concepts.
• Solid knowledge of edtech rostering methods; previous knowledge of Clever or Class Link integration.
• Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.
• Comfortable in a fast-paced and changing environment.
• Ability to quickly learn new features and particulars of software applications.
• Excellent communication skills (written and verbal) and demonstrated ability to work collaboratively with a high level of follow-through.
• Ability to work with customers at all levels of technical expertise and provide support accordingly.
• Must be self-directed and proactive.
• Familiarity with case tracking and customer relationship management software (preferably Zendesk).