Technical Support Associate

Ignite Reading

November 13, 2024

08:49 AM

San Francisco, California

Company size : 51-200 employees
Job Type & Title : Remote
Apply Now
About Company:
Only 33% of U.S. fourth graders and 31% of eighth graders are reading at grade level (according to National Assessment of Educational Progress reading assessment scores). Ignite Reading is on a mission to fix this. Ignite Reading delivers one-to-one virtual tutoring that teaches K–8th graders the foundational skills they need to become confident, fluent readers. We pair developing readers with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes decoding gaps. Students across all demographics achieve the same outstanding results, including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch. After 14 weeks of tutoring with Ignite Reading, students whose composite score was at or above benchmark on the DIBELS assessment grew from 11% to 45%.* By ensuring all students master the foundational skills to fluently read any word, Ignite Reading empowers them to move forward and unlock everything school and life have to offer. "Ignite Reading is one of the most, if not the most, successful interventions we have implemented in our district. The student results and program design are indisputable." - Claudia Salvestrin, Assistant Superintendent, Red Bluff Union Elementary School District, CA *Source: Study conducted by American Institutes for Research of K–3rd graders in six school districts in Massachusetts
Skills: Attention to Detail Communication Customer Experience Customer Support Functionality Information Technology Presentations Support Engineers Technical Support Troubleshooting

As a key member of our fast-growing and high-performing Customer Experience Team, reporting to the Manager, Technical Support, you will be our leading edge help to ensure our district and school partners promptly receive the support they need to keep day-to-day Ignite Reading program operations in their school buildings running flawlessly.

This role is ideal for those who are true problem-solvers, champions of customer success and are skilled at solving technical issues in an approachable and understandable fashion. On a daily basis, you will be responsible for troubleshooting some of the most technical issues for our clients via our CRM platform which could include customer communication channels such as tickets/cases, emails, and chats. You may also virtually meet with the customers.

Responsibilities include:

Triage cases and assign to appropriate internal teams
Troubleshoot tier one support cases for district and school partners
Address general questions and execute requests from district and school partners that can be quickly addressed by the Technical Support Team
Escalate, but still manage, cases that require support from Level 2 or Support Engineers
Adhere to your individual metrics, such as response times or # of cases completed, set by Ignite Reading
Build a deep comprehension of the Ignite Reading Platform; plus, how the platform integrates with our major partners
Participate in internal UAT of the Ignite Reading Platform, as needed, in collaboration with the Product and Engineering teams
Contribute to knowledge base articles and training materials to enable district and school partners to self-serve

Competencies

1+ year(s) in a Technical Support role providing customer support
1+ year(s) of experience supporting customers through a variety of contact channels including chat, email, and screen shares
Able to keep up with the Ignite Reading Platform and understand the latest in features/functionality
Previous experience in a start-up or hyper-growth environment preferred
Previous experience working with partners in K-12 education preferred
Enthusiastic personality with superior communication, presentation, and interpersonal skills
Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple projects simultaneously
Collaborative team player
A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands
Ability to be disciplined yet flexible while working in a remote environment

San Francisco, California

India Abroad® and New India Abroad®, publications of Indian Star LLC, are primarily meant to keep the Global Indian Diaspora informed about what is happening in India, the world and in their own neighborhoods through digital platforms, and print publications.