Customer Support Assessment Specialist

Illuminate Education partners with K-12 educators to equip them with data to serve the whole child and reach new levels of student performance. Our solution brings together holistic data and collaborative tools and puts them in the hands of educators. Moment-by-moment, our users can visualize each student's progress, determine the right instructional or intervention strategy, and take the next best action.  Headquartered in Irvine, CA, Illuminate supports over 17 million students and 5200 schools and districts across all 50 states.

Illuminate is seeking an experienced Product Owner for the FastBridge product, a rapidly growing K-12 formative math, reading and social emotional behavior assessment tool, which provides teachers the best data and real-time feedback to inform intervention and instruction. This is an opportunity to join a team that is passionate about improving the lives of teachers and students.

Our ideal candidate will be a technically competent self-starter with strong communication, leadership and organizational skills. Must be able to work with multiple project teams simultaneously and thrive in a fast-paced, dynamic environment.  If you enjoy working as part of a close-knit team and are ready to contribute your knowledge, expand your talents, learn, and innovate with us, we are looking for you!

Position Overview

As a Customer Support Assessment Specialist, you will be part of a fast-paced school support team providing world class service to our customer base of educators and administrators. You will have a positive, self-starter personality and an ability to start quickly and work independently in a team environment. You will have a passion for using technology to bring innovation into every classroom, empower teachers, and inspire students. You will become an expert in our online software and assessment suite and will be supporting schools through multiple channels, including live chat, phone, and email. As a member of the school support team you will assist schools with implementations, account maintenance or questions they may have with the system or assessments. You will also use your system knowledge to contribute self-help articles to our knowledge base. The hours for this position are 6:00 am to 3:00 pm CST.

Key Responsibilities 

• You will work in an open and collaborative environment alongside other dedicated and inclusive team members, to deliver and support our high-quality application that equips educators to transform the way they measure and monitor student progress in reading, math and social-emotional behavior - with faster, more effective results!

• Your strengths will be put to great use as you perform several accountabilities relating to the flawless execution of world class service delivery.

• You will showcase your skills in troubleshooting, leveraging multiple communication channels including live chat, phone, and email, applying system knowledge to contribute self-help articles to FastBridge Learning's knowledge base...and much more....as you will be THE DIFFERENCE in growing our legion of highly satisfied customers.

Desired Experience & Qualifications

• Bachelor's degree required or comparable work experience.

• 1-3 years' experience providing customer support or inside sales in a technology company, preferably in a SaaS (Software as a Service) environment.

• Ability to professionally handle incoming customer calls, emails, and chat sessions in a fast-paced environment.

• Strong technical and analytical thinking skills.

• Excellent written and verbal communication skills.

• Organized, detail-oriented and accurate recordkeeping abilities are a must.

• Self-starter, able to work independently.

• Ability to multi-task, handle a diverse workload, and thrive in a fast-paced environment.

• Team player required: must be able to interact with peers, management, and senior engineers in a constantly evolving customer service environment to ensure a positive customer experience and atmosphere in the workplace.

• Seek and thrive in a startup environment-iterating quickly, rolling up your sleeves, and being self-directed.

• Excellent software skills including MS Office Suite, Sales Force, CRM's.

• You have a keen awareness of the K-12 education market, including formative assessment, MTSS, and Response to Intervention models in education. Classroom teaching experience is a plus.

• Experience supporting educators on the effective use of technology products in the classroom.

• Previous experience in teaching and education.

• Preferred experience in FreshDesk, Jira, Confluence, Salesforce and ZenDesk.

Illuminate Education is an Equal Opportunity Employer and a member of E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

#IlluminateEd

Position Overview

As a Customer Support Assessment Specialist, you will be part of a fast-paced school support team providing world class service to our customer base of educators and administrators. You will have a positive, self-starter personality and an ability to start quickly and work independently in a team environment. You will have a passion for using technology to bring innovation into every classroom, empower teachers, and inspire students. You will become an expert in our online software and assessment suite and will be supporting schools through multiple channels, including live chat, phone, and email. As a member of the school support team you will assist schools with implementations, account maintenance or questions they may have with the system or assessments. You will also use your system knowledge to contribute self-help articles to our knowledge base. The hours for this position are 6:00 am to 3:00 pm CST.

Key Responsibilities 

• You will work in an open and collaborative environment alongside other dedicated and inclusive team members, to deliver and support our high-quality application that equips educators to transform the way they measure and monitor student progress in reading, math and social-emotional behavior - with faster, more effective results!

• Your strengths will be put to great use as you perform several accountabilities relating to the flawless execution of world class service delivery.

• You will showcase your skills in troubleshooting, leveraging multiple communication channels including live chat, phone, and email, applying system knowledge to contribute self-help articles to FastBridge Learning's knowledge base...and much more....as you will be THE DIFFERENCE in growing our legion of highly satisfied customers.

Desired Experience & Qualifications

• Bachelor's degree required or comparable work experience.

• 1-3 years' experience providing customer support or inside sales in a technology company, preferably in a SaaS (Software as a Service) environment.

• Ability to professionally handle incoming customer calls, emails, and chat sessions in a fast-paced environment.

• Strong technical and analytical thinking skills.

• Excellent written and verbal communication skills.

• Organized, detail-oriented and accurate recordkeeping abilities are a must.

• Self-starter, able to work independently.

• Ability to multi-task, handle a diverse workload, and thrive in a fast-paced environment.

• Team player required: must be able to interact with peers, management, and senior engineers in a constantly evolving customer service environment to ensure a positive customer experience and atmosphere in the workplace.

• Seek and thrive in a startup environment-iterating quickly, rolling up your sleeves, and being self-directed.

• Excellent software skills including MS Office Suite, Sales Force, CRM's.

• You have a keen awareness of the K-12 education market, including formative assessment, MTSS, and Response to Intervention models in education. Classroom teaching experience is a plus.

• Experience supporting educators on the effective use of technology products in the classroom.

• Previous experience in teaching and education.

• Preferred experience in FreshDesk, Jira, Confluence, Salesforce and ZenDesk.

Illuminate Education is an Equal Opportunity Employer and a member of E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protect...