Technical Support Specialist, AP Classroom User Support

Technical Support Specialist, AP Classroom User Support   Job Description   College Board –   OCEO   Location:     This is a remote role. Candidates who live near CB offices have the   option   of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees   are required to   occasionally travel to meet in person for business purposes.   Role Type :   This is a full-time position   About the Team     Since its 2019 launch, AP Classroom, the instructional support platform for AP teachers and students, has become the most popular LMS in US High Schools, annually serving 180,000+ teachers and 3.5M+ students at 17,000+ schools. During the academic year, students and teachers visit AP Classroom over 1M times per day. It offers 40+ courses (and   growing!).   The data generated by AP Classroom provides the AP Program with tremendous insight into how American students learn: what they know and can do, where they struggle, and what they need to succeed.         About the Opportunity      The AP Program is conducting a search for a Technical Support Specialist, AP Classroom User Support.   You'll   be the first line of defense for students, teachers, and administrators, distinguishing user errors from technical bugs and making sure every customer gets   a timely ,   accurate   response. AP Classroom releases   updates   every two weeks, so staying current is part of the job. Your   accurate   issue - tagging also feeds product reporting on user friction, feature improvements, and prioritization, so every case you handle carries weight beyond the individual customer.   Come join us in our mission to connect students to college success and opportunity. The AP Program lets students tackle college level work while still in high school, whether online or in the classroom, and through AP Exams, they can earn college credit and placement.   In this role, you will:     Interact with customers/end users on case management   (75%)   Case management   and   external comm unications   Review and triage incoming support requests from students,   teachers   and school administrators in Salesforce (daily). Primary sources of user inquiries   Help Form within AP Classroom (which generates cases)   Escalated cases from College Board general customer support (e.g., calls from users requesting help with AP Classroom)   Submissions via Help articles   Review, update, and tag cases appropriately with issue descriptors and record interactions/activity to   maintain   accurate   data for each case and overall case management reporting.   Develop and   maintain   good knowledge of the AP Classroom features and higher-level understanding of the platform (updates are released every two weeks) to provide the most up-to-date information to the customer.   Request   additional   information from customers when needed.   Provide   accurate   and complete responses to the customer inquiry via email,   utilizing   email templates when relevant.   Use customer-provided information and knowledge of feature behaviors to investigate reported issues/concerns   in order to   provide resolution or process a bug or enhancement request.   Manage case statuses, respond to/follow-up with customers   in a timely manner   for Functional (How To) and   Technical   issues (those that are associated with a bug issue/Jira ticket).   Interact with internal people to address or manage escalations (to development, product, content teams)   (25%)   Escalating issues & internal communication   Communicate with Product team members via the Slack support channel when there are site-wide or larger issues that need immediate attention.   Create a Jira ticket for a reported or discovered bug or an enhancement request when   appropriate .   Follow bug/enhancement escalation instructions to provide detailed information to the development team so the issue can be investigated/groomed quickly.   For bugs,   monitor   and follow up with customers/update case status once the issue is resolved.   Escalate course content inquiries to the curriculum domain experts for evaluation.   About You :   Required Knowledge/Experience:    A background in software customer support   Experience with online customer inquiries including high-volume seasonal support demands and support case management processes   Experience using Salesforce for case management (case list and reports) and email template creation/utilization   Preferred Knowledge/Experience:    Experience with process improvement    Experience supporting SaaS applications, fielding LMS technical queries   Exceptional candidates can effectively speak to:    Must have:   Strong written communication skills: clear, concise, and professional.   Strong organizational skills with a process-oriented mindset   Ability to prioritize multiple competing support demands, using a combination of good judgment and recommended operating procedures, with a focus on service.   Ability to track and communicate complex issues, manage case statuses by priority and drive to resolution through effective communication and customer advocacy with team.   Strong analytical thinking and structured problem-solving skills, with the ability to investigate the root cause of an issue rather than pattern matching to a known one, connecting what a customer reports to platform knowledge to reach   an accurate   conclusion.   Ability to work independently with minimal oversight in a small team environment, self-directing to the next priority once current work is complete, as well as collaborating effectively as part of a team.   Ability to quickly learn and navigate a feature-rich application, with comfort ramping up on complex, unfamiliar tools.   All roles at College Board require:   A passion for expanding educational and career opportunities and mission-driven work   Curiosity and enthusiasm for eme