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Educational Technology Support Specialist

Salary: USD 50-58,000   Location: In person (Chicagoland and Hybrid Only)   Full-time

About us

Klett World Languages is a growing educational publisher with European roots. We are the Chicago-based US 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. At Klett World Languages, we are driven to change world language education in the U.S. for the better.

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.

  • 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
  • Propose improvements to functionality, security, accessibility of our digital platform
  • Be the primary team member responsible for the Support Inbox and
  • Independently handle basic support requests
  • 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
  • Provide customized licensing solutions to large K-12 school districts and colleges
  • Help manage other customer support inboxes
  • Monitor and resolve customer inquiries related to access and usability of digital materials, escalating as needed
  • Analyze platform usage data and export custom reports (standards mastery) to districts upon request
  • Work with the Educational Technology Team 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
Required skills and experience:
  • 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 quickly navigate new software
  • 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
  • At least one 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, interpersonal, communication and presentation skills required
  • Knowledge of at least one language besides English; eagerness to learn Spanish
  • Attention to detail
  • Excellent problem-solving abilities
  • Ability to manage multiple competing priorities
  • Outstanding written and oral communication skills
  • 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)

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.