Company Overview

EPS School Specialty is a leading K-12 supplemental literacy and math curriculum company. Its suite of solutions include many well-known, trusted and proven products including SPIREⓇ, Explode the CodeⓇ and Success CoachⓇ. 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 candidates 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

We are hiring for a Technical Support Specialist who is responsible for successfully managing the technical support associated with EPS digital products. This role includes a variety of tier 1 and tier 2 level inquiries from our educator community part of which is rostering of EPS digital products for our customers with third-party vendors such as Clever, ClassLink, and SIS/LMS platforms. This position works closely with the Implementation and Sales teams, and designated district or school administrators.

Responsibilities

• Interacts with EPS Digital customers via telephone and webinar to provide customers with timely resolution of Tier I, Tier II, and Tier III levels of technical support.
• Supports the creation and maintenance of EPS’s knowledge base of articles within the digital product platform.
• Collaborate with Sales teammates to facilitate presale meetings with customers to consult with customers on rostering options and how they would be implemented.
• Implement planned rostering method for customers following a sale to ensure smooth training and onboarding experiences with Professional Learning and Implementation 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
• Communicate closely with both Professional Learning and Implementation teams to maintain outstanding customer relationships, positioning our digital products for annual renewal.
• Work with colleagues across Customer Care to create new ways to engage the customer and adjust to their rapidly changing needs.
• Collect any customer feedback received and share findings with Customer Success team.
  

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, printing problems. Knowledge of different operating systems and web browsers.
• Experience using various forms of technology includes, but not limited to:
  • .CSV imports
  • Clever, ClassLink or other rostering software solutions
  • Google SSO and Google Classroom
  • SFTP
  • LTI 1.1 and 1.3 integrations with LMS’s like Canvas and Schoology
  • Salesforce/Service Cloud
    

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 provided 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.