Technical Support Integrations Specialist I

Job Overview:

The Technical Support Integrations Specialist provides customer technical integrations support and service for all ExploreLearning products to ensure successful implementation and usage. As a product expert, the role serves as a primary contact for customer technical integrations issues and also works with other ExploreLearning personnel to identify, escalate and resolve issues.

Job Responsibilities:

• Provides effective and accurate technical integrations onboarding, guidance and support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner.
• Delivers on-going higher-level customer and technical integrations support to troubleshoot rostering issues and concerns
• Collaborate with internal stakeholders (CS, PD, OM, Sales, & Engineering) to identify bugs and system issues; QA solutions; provide feedback to improve system performance
• Tracks, documents and reports customer issues and resolution activities.
• Identifies, develops and maintains standard responses for often-encountered technical integrations issues and documentation gaps.
• Maintains a working knowledge of ExploreLearning products and associated platforms and integrations system requirements.
• Supports special projects and other duties as assigned by the Technical Support Manager and Team Lead.

Job Requirements:

• Associate or Bachelor’s degree that included technical courses of study, preferred
• 1+ years of experience with web application support in a technical helpdesk or customer support environment
• Excellent problem-solving, analytical and technical skills
• Excellent written, oral communication and listening skills
• Proven working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master and describe new technology
• Ability to work well within a team and with a variety of individuals
• Exceptional organizational and time management skills, with attention to accuracy and detail
• Ability to make autonomous decisions and proactively problem solve

Skills/Traits:

• Associate or Bachelor’s degree that included technical courses of study
• Familiar with standard concepts, practices and procedures within software industry
• Knowledge of computer networking technologies, including proxy systems
• Knowledge of SalesForce
• Knowledge of JIRA or like program (Unfuddle)
• Written and/or conversational ability in Spanish and/or French
• Chromebook, Android

Why Work With Us?

In addition to competitive salaries and generous benefits, ExploreLearning offers an exciting and dynamic working environment in which creativity, teamwork and professional growth are valued and rewarded. Our award-winning online programs bring engaging and effective instructional strategies to K-12 classrooms around the world. Over the course of the last 20+ years, we’ve received numerous awards from some of the worlds most respected education organizations, and were recently named one of the Best Places to Work in Virginia.

Our office is based in historic downtown Charlottesville, Virginia, located approximately 100 miles southwest of Washington, D.C., and consistently rated one of America’s best places to live. The area offers a wide variety of business, cultural, historical, educational and sport-related attractions.

To learn more about our organization and the exciting work we do, visit us online.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.