Job Description

Job Description

Job Description

Salary:

Company Overview 

EPS Learning is a leading K–12 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 team members who want to be part of addressing one of our nation’s 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 children’s lives and driving equity across our nation’s 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 EPS’s 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 

• Bachelor’s degree preferred.
• 2-4 years’ experience supporting customer digital implementations and ongoing needs.
• Ability to pay close attention to detail while multi-tasking.
• Above average knowledge of Microsoft Office products and high comfort level with technology.
• Strong communication, relationship building skills, and web-based presentation skills.
• Experience troubleshooting roster data errors to help with data corrections. 
• Experience troubleshooting basic network problems. Knowledge of different operating systems and web browsers.
• Experience using various forms of technology used by educators in classroom settings.
• Bonus Points for experience with any of the following:
  • • .CSV imports
    • Clever, ClassLink or other rostering software solutions
    • Google SSO and Google Classroom
    • LMS’s like Canvas and Schoology
    • NetSuite or Oracle platforms
    • OneRoster standard

Benefits and Perks 

• We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience. 
• Other rewards may include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance effective day 1, generous PTO and paid holidays, and employer paid life and short & long term disability insurance. 
• We provide you with a laptop for your home office and a flexible remote-first work culture. 

Don’t 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, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t 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. 

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