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
Minimum Qualifications:
- Minimum 5+ years experience in technical customer support in a client-facing role
- Bachelor's degree in Education or Edtech experience preferred.
- Ability to travel to customer sites and team meetings up to 50% of the time, depending on the time of year.
- This is a remote position but you must live in Texas or California near a major airport.
- 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 ClassLink 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).
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What We Do
Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of 500+ individuals comprised of nationally renowned educators, curriculum experts, designers, animators, engineers, and more. We develop engaging, effective digital learning technology and content to help children build a strong foundation for academic success.
Our flagship product, ABCmouse.com Early Learning Academy, is a comprehensive curriculum and the #1 brand in kids’ education. To date, more than 30 million children worldwide have completed over 6.8 billion Learning Activities on ABCmouse. In 2019, Age of Learning launched Adventure Academy, the first massively multiplayer online (MMO) game designed specifically to help elementary- and middle-school-aged children learn. It features thousands of engaging Learning Activities—including games, books, original animated and live action series, and more—in a fun and safe virtual world. And in 2021, we launched My Math Academy, a groundbreaking personalized, adaptive digital learning system (available for schools) that individualizes math instruction for every child through AI-driven technology. Other Age of Learning programs include immersive English language learning products for children in China and Japan and ReadingIQ, a digital library and literacy platform.
We are committed to helping all children succeed. Through the Age of Learning Foundation, we make our research-proven educational products available at no cost to millions of children in need through schools, libraries, Head Start programs, community centers, and other governmental and non-governmental organizations. Our work has served communities on 5 continents and continues to grow today.
As we expand our global reach and increase the educational impact of our programs, we’re looking for passionate, ambitious, and collaborative leaders to become a part of our growing team.
