Educational Technology Support Specialist

Description:

Klett World Languages is a growing educational publisher with European roots. We are the Chicago-based US arm of the Klett Group, which was founded in 1897 and encompasses 80+ educational enterprises.

At Klett World Languages, we provide the highest quality language materials in Spanish, French, German, and Italian. We create content that helps students build authentic communicative competence, and become global citizens. Our materials are authentic, accessible, and user-friendly, and enable students to learn and deepen their connection to our increasingly global world. We strongly believe that educators play a key role in language learning, and part of our mission is to support them and give them opportunities for professional development. At Klett World Languages, we are driven to change world language education in the U.S. for the better.

The Educational Technology Support Specialist will work closely with the Educational Technology Manager to ensure that high-quality technical support is provided to customers. They will also work with the Educational Technology team to ensure effective execution of internal processes related to supplying digital materials to customers of Klett World Languages. The position requires a team member who has the ability to adapt quickly and work efficiently. The ideal candidate is a self-motivated, flexible team player, looking for a challenging role in a driven, yet supportive environment.

• Onboard new teachers, school admins, and district admins onto our platforms
• Configure the platform integrations for rostering, single sign-on (SSO) and LMS systems to finalize the onboarding process
• Propose improvements to functionality, security, accessibility of our digital platform
• Be the primary team member responsible for the Support Inbox and Independently handle basic support requests
• Coordinate with the Educational Technology Manager and our external partners (developers, product managers, etc.) to address highly complex support requests
• Meet with customers to debug technical issues on our digital platforms
• Fulfill orders for digital materials in collaboration with the Educational Technology and Operations team
• Answer phone calls related to EdTech support and debug platform related issues by providing live support
• Provide customized licensing solutions to large K-12 school districts and colleges
• Help manage other customer support inboxes
• Monitor and resolve customer inquiries related to access and usability of digital materials, escalating as needed
• Analyze platform usage data and export custom reports (standards mastery) to districts upon request
• Work with the Educational Technology Team to design resources for customers related to access and use of digital materials
• Maintain a record of digital license codes generated by KWL team