Product Support Specialist, Contractor

Job Description

SUMMARY: Drawing on a broad range of instructional, technical, and interpersonal abilities, the Curriculum Support Specialist, plays an instrumental role in supporting both proprietary and third-party products by resolving incoming curricular and technical issues, maintaining appropriate communication with internal and external customers based on formal and informal operating procedures, and meeting or exceeding all defined service level agreements.

ESSENTIAL FUNCTIONS:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Resolve all assigned issues within defined service level agreements.
• Interpret and translate tickets into actionable items for appropriate resolution teams, including any additional information discovered during investigation.
• Adhere to Stride’s defined policies and procedures.
• Ensure that all support issues are properly tracked and resolved effectively and efficiently.
• Curate Stride users’ feedback data, in order to effectively inform design changes in our curriculum.
• Maintain timely and appropriate communication with clients, using defined channels and within defined response parameters.
• Investigate, size, and resolve as needed various curriculum maintenance tasks. Modify or adapt existing procedures and methods as conditions warrant.
• Understand new developments within Product Development and how to support them.
• Refer the most complex problems to higher levels, based on formal and informal standard operating procedures.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Two years related experience
• Working experience with one or more Learning Management Systems (LMS)
• General understanding of curriculum concepts (e.g. objective-based learning, etc.)

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS: 

• Teaching or curriculum experience in the K through 12 levels – OR – prior customer support experience
• Experience with content management systems
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
• Ability to communicate clearly verbally and in writing
• Strong ability and initiative to solve complex problems
• Focus on customer service and support principles
• Ability to clear required background check

DESIRED QUALIFICATIONS:  

• Bachelor’s degree in instructional, teaching, e-learning, or curriculum related field
• Administrative experience with Learning Management Systems (LMS)
• Experience with K12’s systems and products
• Experience with ticketing systems (e.g. JIRA, Salesforce, etc.)

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a home-based position

• Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range. 

• We anticipate the hourly rate range to be $19.83 per hour - $31.73 per year. This is a temporary/contractor role, and you will be an employee of Randstad. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

• The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

  Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)