Pay Range: $25 – $30/hr. The pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA.
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Profile: Seek candidates that are very technically inclined that can quickly learn a system that has many paths depending on case scenarios – experience with Salesforce will help this process; excellent attention to detail and problem solving (this equals that, etc.); solid excel abilities (smartsheets a plus); strong analytical abilities and communication skills – liaison between customer support team and escalation team.

Implementation Support (70%):

• Serve as escalation support for operational escalations about Client assessment-related systems, to address and resolve exceptions and/or escalated cases.
• Establish a strong relationship with the ADO Readiness team and other Client stakeholders supporting spring assessments.
• Act as a voice of the customer during process, and solutioning discussions for novel issues.
• Ability to work within aggressive timelines and with extremely sensitive test administration impacting cases.
• Have exceptional attention to detail.
• Ability to quickly adapt to and understand technical systems and processes.
• Conduct manual processes to implement exceptions workarounds.
• When necessary, provide manual support for data entry and exceptions.
• Work closely and collaboratively with the ADO Readiness team to meet project schedule.
• Assist ADO Readiness team with risk and issue management.
• Coordinate interactions with Client Tech Support and Services for Students with Disabilities as needed.

Communication, Process Development and Continuous Improvement (30%):

• Communicate formally and informally about the project and its status to people within and outside the project team.
• Respond to inquiries via email, providing implementation and technical support as needed. Escalate issues to the ADO Readiness leads as appropriate.
• Contribute to process recommendations and assist in planning for future implementations.
• Track and surface trends with proposed remediation steps.
• Perform ad-hoc duties or tasks as assigned or required.

Must Have: 

• 1-3 years of related work experience in K-12 educational technology, assessment industry, and/or K-12 assessment experience.
• Demonstrated communication skills, including effective oral communication and direct, concise writing skills. Experience communicating with customers and educators about key elements of program management.
• An exceptional level of attention to detail.
• Ability to take initiative and contribute to building a stronger program.
• Experience with a wide variety of tools, including Microsoft Office applications, Salesforce, and Smartsheet, with the flexibility to leverage the best tool for each problem/opportunity.
• A strong desire to learn & improve, leveraging feedback to course correct.
• The ability to effectively coordinate multiple responsibilities simultaneously, with fast, flexible, cooperative work style and the ability to reprioritize as warranted.
• Comfort working in undefined situations and evidence of creating clarity and path forward.