Educational Technology Operations Specialist

The Educational Technology Operations Specialist will assist students, teachers, and other stakeholders with technical issues and support tasks related to digital orders, LMS integrations, and client platform training. The role reports to the Educational Technology Manager and will collaborate closely with the VP of Operations and our World Languages Sales Consultants. The ideal candidate possesses an excellent technical background and understanding of the K-12 / higher education setting.

RESPONSIBILITIES

Platform implementations and digital fulfillment

• Fulfill digital orders for B2B and B2C methods on our 4 different world language learning platforms.
• Manage order tracking and user access for both complimentary and paid licenses, ensuring prompt delivery and user activation.
• Support major adoptions and collaborate with international teams on LTI, rostering, and platform integrations with districts or educational institutions.
• Assist clients with configuring platform settings to align with their specific needs, like adjusting user permissions, customizing dashboards, or setting up LMS-grade passback features.
•  Assist in providing demo access to our learning platforms (demo flyers, complimentary codes, etc.), tracking and managing demo access usage to ensure proper follow-up with users.

Customer support

• Respond to support inquiries via inbox and ticketing systems within 24 hours, escalating complex issues to the EdTech Manager and platform development team.
• Communicate with the rest of the EdTEch team to track and analyze recurring support issues to identify trends and make recommendations for platform improvements or additional resources.
• Collaborate in creating use cases and scenarios for monitoring, diagnosing, and addressing tech issues efficiently.
• Maintain and update a knowledge base or FAQ for common support inquiries to streamline user assistance.
• Monitor and resolve order-related issues, such as failed access or license activation errors.
• Act as a liaison and subject matter expert for third-party EdTech providers.
• Assist with technical onboarding sessions (virtual and in-person) with district IT teams and leadership, serving as a technical liaison.
• In collaboration with other departments, write and maintain tutorials for online platforms, ensuring they are accessible.
• Develop and refine email templates for peak periods, ensuring effective and consistent communication with users.
• Generate regular reports for the EdTech Manager, highlighting areas for improvement and suggesting adjustments to platform support strategies.

Internal support

• Train internal teams on eLearning software platforms, code delivery, and support methods.
• Regularly update team members on platform updates, troubleshooting techniques, and best practices.
• Report editorial and platform issues through Jira and Asana, coordinating with team leads to address and resolve platform challenges.
• With our Sales and Implementation Team, assist in hosting webinars for new and returning teachers on online products and platform updates.
• Support the marketing team with knowledge about platform changes and updates to facilitate marketing campaigns and promote new features.
• Collaborate with marketing to align messaging and branding for tutorial videos, webinars, and training materials.
• Assist with monitoring the platform for compliance with data security requirements (e.g., COPPA, FERPA).
• Help with conducting QA for new platform features, updates, or bug fixes, ensuring compatibility and a smooth user experience across various devices and systems.

KEY QUALIFICATIONS

• Proficient in English writing; fluency in Spanish, French, German, or Italian preferred.
• Experience managing multiple client accounts and integrating systems via APIs (like REST APIs).
• Strong customer service and communication abilities, with a clear, concise approach to
  educating users.
• Adaptable to changing protocols and platform functionalities.
• Comfortable conducting video training sessions and thinking on the fly.
• Tech-savvy with the ability to quickly learn and master internal systems.
• Collaborative team player, able to work closely with colleagues across departments.
• Strong problem-solving and decision-making skills, with the ability to identify and resolve technical issues efficiently.
• Ability to automate student and teacher outreach using extensions and tools like a mail
  merge
• Proactive self-starter capable of working independently with minimal supervision.
• Excellent writing and proofreading skills for creating clear and accurate documentation.
• Ability to travel to Chicago up to 25% of the time.

BENEFITS

• Health insurance
• Up to 12 weeks of parental leave, paid 50%
• 16 days PTO, which will increase to 25 days after two years with the company
• All federal holidays off
• Retirement plan with 3% employer match
• Paid lunch break in the middle of an 8-hour work day

To apply, submit your cover letter and resume to [email protected].

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.