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Wireless Generation creates innovative tools, systems and services that help educators teach with excellence. With its solutions, educators can easily apply ...
Wireless Generation creates innovative tools, systems and services that help educators teach with excellence. With its solutions, educators can easily apply ...
Wireless Generation creates innovative tools, systems and services that help educators teach with excellence. With its solutions, educators can easily apply ...
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The Educational Software Support Analyst is a member of Wireless Generation’s Customer Care team. This cross-disciplinary group is responsible for supporting customers in the use of all our assessment and instruction products. The Analyst offers instructional guidance to customers, who request support that requires pedagogical experience and training, rather than traditional technical helpdesk expertise. Customers contact the Educational Software Support Team via phone and email, and Analysts are responsible for offering research-based guidance that aligns with best practices for implementation of innovative and pilot programs new to the Education market. In addition, Analysts monitor the fidelity of implementation of this software and classroom application across the country, and reach out to educators to provide reminders of the need for providing at-risk students the intervention they need and ongoing assessment of student progress.
Responsibilities of Educational Software Support Analyst :
Work with Professional Services, Implementation, Sales, Account Management, and other teams to ensure that customers are set up and trained properly to begin using a variety of Wireless Generation Software and other instructional tools.
Provide instructional support for customers using a variety of Wireless Generation Software, including analyzing real student data and offering best-practice, sound suggestions based on this analysis.
Respond to customer calls, voicemails, and emails requesting information on pedagogical issues related to a variety of Wireless Generation Software.
Research solutions to customer questions and problems using Knowledge Base or other relevant research and reference materials appropriate to each customer issue.
Furnish answers to customer telephone and email inquiries within 24 hours of receipt.
Understand the criteria for evaluating fidelity of implementation.
Produce and/or review reports and evaluate the fidelity of customer implementation of a variety of Wireless Generation Software.
Take recommended action to provide remedy with customers whose fidelity of implementation does not meet established benchmarks.
Document fidelity report evaluations and actions taken within the Company’s CRM, Salesforce.
Escalate fidelity concerns within the established Company Support structure until issue is resolved.
Thoroughly research and document escalations, provide support and resolution information to Professional Services, Fidelity Team, and Account Management.
Participate in ongoing internal training sessions to remain apprised of product development changes and best practices for instructional support.
Identify, document and report software issues, and implement or suggest their resolutions.
Remain abreast of new curriculum and pedagogical methods/trends throughout our customer base.
Requirements of Educational Software Support Analyst :
Bachelor's degree in Education; Master’s degree preferred.
Minimum 5 years teaching and/or school administrator experience. Elementary or middle school teaching experience preferred. Upper grades with a strong ELA background and knowledge of early reading pedagogy will be considered.
Knowledge of instructional best practices and elementary reading pedagogy.
Understand the importance of accurate formative assessments in guiding instruction, and how to assist customers putting this into practice.
Outstanding written and verbal communication and research skills, ability to read instructional and technical documentation (instructional and technical writing experience a plus).
Knowledge of instructional coaching techniques and ability to practice them with other teachers a plus.
Excellent analytical, organizational and time management skills; must be adept at multitasking and prioritizing.
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail.
Minimal travel optional
Wireless Generation provides relocation assistance and encourages the applications of qualified candidates requiring employment visa sponsorship.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds
Wireless Generation is an Equal Opportunity Employer, M/F/D/V.
