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Educational Technology Support Specialist

Salary: USD 50,000 – 60,000 / year  Preferred location: In person (Chicagoland Candidates, Hybrid Mandatory)  Full-time 

About us

Klett World Languages is a rapidly expanding organization with European roots. It is dedicated to empowering educators in the art of language instruction. We are the Chicago-based American arm of the Klett Group, which was founded in 1897 and encompasses 80+ educational enterprises.

At Klett World Languages, we provide the highest quality language materials in Spanish, French, German, and Italian. We create content that helps students build authentic communicative competence and become global citizens. Our materials are authentic, accessible, and user-friendly, and enable students to learn and deepen their connection to our increasingly global world. We strongly believe that educators play a key role in language learning, and part of our mission is to support them and give them opportunities for professional development.

Job description

The EDUCATIONAL TECHNOLOGY SUPPORT SPECIALIST will work closely with the Educational Technology Manager to ensure that high-quality technical support is provided to customers. They will also work with the Educational Technology team to ensure effective execution of internal processes related to supplying digital materials to customers of Klett World Languages. The position requires a team member who has the ability to adapt quickly and work efficiently. The ideal candidate is a self motivated and flexible team player, who embraces a challenging, yet supportive environment.

Responsibilities

The Educational Technology Support Specialist will:

  • Onboard new teachers, school admins, and district admins onto our platforms
  • Configure the platform integrations for rostering, single sign-on (SSO) and LMS systems to finalize the onboarding process
  • Provide customized licensing solutions to large K-12 school districts and colleges
  • Be the primary team member responsible for the Support Inbox and independently handle basic support requests
  • Cultivate strong working relationships with educators and cross-functional teams within the organization to enhance overall customer success
  • Coordinate with the Educational Technology Manager and our external partners (developers, product managers, etc.) to address highly complex support requests
  • Meet with customers to debug technical issues on our digital platforms
  • Fulfill orders for digital materials in collaboration with the Educational Technology and Operations team
  • Answer phone calls related to EdTech support and debug platform related issues by providing live support
  • Help manage other customer support inboxes and ticketing systems
  • Monitor and resolve customer inquiries related to access and usability of digital materials, escalating as needed
  • Work with the Educational Technology Manager to design resources for customers related to access and use of digital materials
  • Maintain a record of digital license codes generated by KWL team
  • Be required to come into the office at least 3 of the 5 working days per week
Qualifications, knowledge, and skills
  • At least a bachelor’s degree
  • At least two years of using learning management systems (LMSs) in various capacities as an intern, teacher, and/or administrator
  • Experience with Canvas, G Suite, Office 365, ClassLink, Clever, and multiple LMS systems (strongly preferred)
  • Strong PC skills including and the ability to master proprietary softwares
  • The ideal candidate enjoys a dynamic work environment and will need to think like a teacher on some days and like a IT technician on others
  • Some prior experience in a customer success, customer support, sales support role or as a teacher required
  • Experience with eCommerce solutions and online distribution of digital products
  • Intermediate Excel skills; eagerness to learn advanced Excel functions
  • Strong relationship building: ability to build rapport with customers
  • Knowledge of at least one language besides English; eagerness to learn Spanish
  • Demonstrated interest in other languages
  • Excellent problem-solving abilities
  • Ability to manage multiple competing priorities and workflows
  • Outstanding written and oral communication skills
Benefits
  • SIMPLE IRA with a 3% employer match
  • 16 days PTO (to be used as vacation, personal, or sick days)
  • Health insurance (75% paid by employer)
  • Paid federal holidays
  • Parental leave (50% paid for up to 12 weeks)
  • Professional Development stipend

To apply, submit your cover letter and resume to jobs@klettwl.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or protected veteran status.