Key Skills
- Data & Analytical Skills: Strong ability to understand and analyze assessment data, providing valuable insights to administrators and teachers.
- Proactive Communication: Excellent communication skills with a proactive approach to managing multiple clients and resolving issues.
- US K12 Education (preferred): Knowledge of the US K12 education system, including the types of academic and non-academic data used for assessments and reporting.
What You'll Do
- Drive Adoption & Retention: Support administrators and teachers in engaging with and effectively using Pear Assessment Data Studio, aiming to drive adoption, activation, and retention.
- Technical Support: Manage escalations and provide empathetic support for technical issues, ensuring high customer satisfaction.
- Training & Best Practices: Deliver online training sessions, create how-to videos, and help section articles to increase teacher adoption and activation. Share best practices within the educator community.
- Process Improvement: Continuously identify areas for process improvement and lead initiatives to enhance team efficiency and customer experience.
- Collaboration & Feedback: Collaborate with Product, Project Management, and Engineering teams to ensure effective escalation and resolution of issues. Share customer feedback to align product development with user needs.
- Customer Advocacy: Identify and nurture customer advocates, building a strong customer community and ensuring their voices are heard within the organization.
Who You Are
- Startup Mindset: Flexible, collaborative, and always eager to learn and try new ideas. Comfortable in a dynamic, fast-paced environment.
- Excellent Communicator: Strong relationship-building and problem-solving skills demonstrated in previous customer-facing roles.
- Shift Flexibility: Willingness to work in shifts to cater to our US clients.
- Process-Oriented: Ability to build and scale support processes while maintaining a high level of customer satisfaction.
- Technical Aptitude: Familiarity with web-based products and tools like Google Docs and Spreadsheets with Data retrieval and analysis skills (e.g., spreadsheets, SQL).
- Educator Background: Experience as an educator, trainer, or business analyst is beneficial.
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GoGuardian
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