Offer summary

Qualifications:

High school diploma or equivalent required., Minimum of three years of experience in early childhood education or a related field preferred., Bilingual in English and Spanish, with strong written and verbal communication skills required., Experience with Customer Relationship Management (CRM) systems, such as Salesforce, preferred..

Key responsabilities:

Provide high-quality support using relationship-based coaching strategies.

Respond to inbound calls, chat, and email inquiries.

Identify and resolve issues related to state online systems and provide resources to educators and families.

Participate in meetings, events, and training as required, while adapting to the needs of end users.

Job description

The Help Desk Coach is responsible for providing support to early childhood educators, partners, and others. They identify service needs and respond with individualized support, connecting users to available services and solutions in real-time.

Essential Duties & Responsibilities:
● Provides a high-quality, responsive support using relationship-based coaching strategies driven by research and best practice to promote continuous quality improvement
● Promotes and supports a program’s quality improvement in alignment with best practices, SPARK’s model of services of support and Paths to QUALITY
● Responds to inbound calls, chat, and email
● Identifies and resolves issues and inquiries regarding state online systems, including I-LEAD, Indiana Learning Paths and My SPARK Learning Lab
● Provides resources to early childhood educators, partners and the community, including connecting families to the appropriate support resources
● Applies SPARK policies and procedures in addition to quality assurance and best practice standards, with attention to continuous quality improvement
● Offers solutions and uses feedback to modify
● Adapts to changes or methods to best fit the needs of end users
● Participates in assigned meetings, events and training as required
● Performs any and all other duties (or functions) as assigned

Job Specifications:
To perform this job successfully, an individual must be able to carry out each essential duty in a satisfactory manner. The job specifications listed are representative of the education and experience, the physical requirements, as well as the knowledge, skill and/or ability (KSAs) that are generally necessary for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.

Job Requirements:
1. High school diploma, GED, or equivalent required.
2. Minimum of three (3) years of previous work in ECE or a related field preferred.
3. Child Development Associate (CDA) credential or equivalent preferred.
4. Experience working in a Customer Relationship Management (CRM) System, such as Salesforce, preferred.
5. Knowledge of Indiana childcare provider and family resources and systems, such as the Child Care Development Fund (CCDF), Paths to QUALITY, licensing regulations, etc., preferred.
6. Bilingual in English and Spanish with both written and verbal skills is required.
7. Physical exam and background checks are required for this position.
8. Travel required locally or long-distance up to 10% of the time for work-related meetings and functions.
9. Must have a valid driver’s license and/or reliable transportation.
10. Remote Help Desk staff must have a high-speed internet connection.

Knowledge, Skills, & Abilities:
● Ability to interact effectively with people from diverse backgrounds.
● Ability to communicate effectively, verbally and in writing.
● Demonstrated computer literacy skills, especially using Google Suite apps; spreadsheets, basic data management systems and internet navigation.
● Must be honest, dependable and able to meet deadlines.
● Self-motivated and able to work independently.

Salary range: $49,621 - $54,885

We are an equal opportunity employer, committed to creating a diverse and healthy workplace.

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