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Technical Support Specialist

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Publicado hace 10 días

Title: Technical Support Specialist, Every Child Ready   Exemption Status: Exempt

Location: DC                                                                                               Reports to: Director, Implementation

About AppleTree

With a mission of closing the achievement gap before students get to kindergarten, AppleTree focuses exclusively on Preschool and Pre-K education. We provide free, full-day public charter school programming for three- and four-year olds in 12 locations across Washington, DC,  employing our innovative and award winning instructional model, called Every Child Ready (ECR). This instructional model provides educators with tools and resources for “What to Teach”, “How to Teach” and “How to Measure Success.” Our instructional model is also used with partners across the nation. We continuously test and improve this model through feedback from AppleTree educators, partners and other stakeholders to ensure that children are learning and exploring through play and appropriate instruction.

Position Summary

As AppleTree grows our Every Child Ready network, our need for local early education expertise is increasing. Beginning this school year, AppleTree is developing “Every Child Ready Texas,” a full set of open education resource Integrated Pre Kindergarten curricular materials in both English and Spanish that are fully aligned to the Texas Prekindergarten Guidelines. 

To support the adoption and implementation of Every Child Ready Texas, we are thrilled to recruit a   Customer Support Specialist, DC who will act as ongoing technical support for the Implementation of the Every Child Ready Instructional model. This includes communicating with stakeholders, coordinating program tasks and schedule, and assisting in the delivery of instructional tools that accompany the Every Child Ready Instructional Model. Additional responsibilities will include managing data, designing user interfaces, and documenting processes, although specific tasks will depend on skills and experience. 


The Customer Support Specialist will work closely with the Director of Implementation and the Implementation & Impact team. This is a non-supervisory position.           

Duties and Responsibilities                                                                                                            


Provide Excellent Customer Service and Tier 1 Technical Support to Texas Based Every Child Ready Partners 

  • Provide technology training and technical support for end-users (instructional staff, administrators, and managers) to implement ECR educational technology tools and resources.
  • Build relationships with end-users, serving as the first point of contact for ECR requests.
  • Resolve technical and non-technical customer service tickets.
  • Identify appropriate channels of escalation for complex issues.
  • Provide assistance and training to members of other teams as needed.
  • Conduct office hours, both online and at school sites for users needing assistance.
  • Moderate online support content and/or forum.


Develop tools and resources to assist with end user Planning and Development

  • Create documentation, user guides, and training tools to support end user learning, including help docs, blog posts, screencasts, or other media.
  • Assist with focus groups, listening tours, and other feedback analysis to ensure existing tools continue to meet users’ needs.
  • Upload ECR content to the Every Child Ready platform


Assist with Quality Control Testing

  • Assist in quality control testing of web application tools and instructional model implementation processes.
  • Understand user perspective and roles (teacher, principal, leader, etc).
  • Gather information (quantitative and qualitative) on usage of educational tools.


Contribute to a community of practice

  • Effectively communicate the AppleTree vision, mission and activities to a variety of stakeholders
  • Respect confidentiality 
  • Maintain cooperative, respectful and supportive relationships with colleagues
  • Demonstrate punctuality, good attendance and professionalism for all duties
  • Effectively use time and resources
  • Seeks out professional development opportunities for oneself
  • Makes presentations to or hosts tours for AppleTree leadership, community leaders, potential or partner schools, policy makers, funders, and local and national audiences as requested.


Requirements


  • Bachelor’s degree, preferably in information systems management or a related field; 
  • Two-Three years customer service help-desk experience 
  • Possess strong organizational and communication skills
  • Be very detail-oriented
  • Be able to communicate with a wide range of stakeholders in person, live online, or non-live online (emails, message boards)
  • Possess strong computer skills, particularly with  Microsoft Excel/Google Sheets, contributing to forums/FAQs, Google Apps, and search tools 
  • Be willing to learn new technologies and tools
  • Use a solution-focused, collaborative work style



Additionally, preference would be given to candidates with experience in any of the following:

  • Teaching or related education experience
  • Education technology and eLearning tools (LMS, Canvas, Articulate, Adobe Creative Suite, etc.)
  • Cloud computing (Google Docs, Sheets, Sites)

Work Environment 

  •  Candidates must have a valid driver's license and be willing to travel to multiple sites.                                                                                          

Disclaimer                                                                            

The preceding description is intended to describe the general nature and level of work performed by individuals in this role and is not designed to be an exhaustive list of all duties and responsibilities required of the Customer Support Specialist, DC. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

AppleTree Diversity, Equity & Inclusion

At AppleTree, we endeavor to foster an environment where each person’s true self and experience is welcome. We believe that only with a diverse and inclusive environment can you truly celebrate and support all students, families, and staff. Our commitment to diversity is founded on the belief that our community is strengthened by the vibrant exchange that occurs when individuals with different backgrounds, abilities, and heritages share their various perspectives with one another.

Title: Technical Support Specialist, Every Child Ready   Exemption Status: Exempt

Location: DC                                                                                               Reports to: Director, Implementation

About AppleTree

With a mission of closing the achievement gap before students get to kindergarten…

Detalles a Simple Vista

  • Flexibilidad
    A Tiempo Completo
  • Educación
    Licenciatura
  • Nivel de Experiencia
    Intermedio

Ubicación

Presencial
Washington, DC, USA

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