Educational Technology Support Specialist

Educational Technology Support Specialist - Kaplan Early Learning - Lewisville, NC

Join us at Kaplan Early Learning Company and make a difference in the lives of children and families!

We are a national leader in the early childhood educational market and we have never lost our focus on what makes our organization different - Our People! If you are looking to join an organization where your talents are recognized, why not join our team of creative, resilient, and performance-based thought-leaders who have been delivering the best-in-class customer experiences for 50 years.

Don't come to work; come to play! Family-oriented and mission-driven, Kaplan is proud that our work champions play every day, and we are looking for team members who take learning and play as seriously as we do. Accountability, equity, advocacy, and integrity are at the heart of what we do at Kaplan, and together we can improve the outcomes of all children. To learn more about our culture and to join our team.

POSITION OBJECTIVE

Our Educational Technology Support Specialist will contribute to the overall success of the company by supporting technology-based product implementations, after-sale support, sales and marketing efforts and product development.

Job Hours: 8am - 5:00pm Monday - Friday.

PRINCIPAL ACCOUNTABILITIES

Post Sale Support (50% of the time)

• Become, and serve, as the product expert. Understand the functional and technical aspects of the product, and ideally be able to speak to basic/recommended classroom usage.
• Effectively communicate with customers, TCC Reps, and Sales Reps via phone, e-mail and in person. Conduct remote support sessions to troubleshoot and repair computers.
• Respond to and process Returns and Warranty issues/questions.
• Document support call resolutions and build up a documented knowledge base.

Pre-Sales Support (25%)

• Conduct technology-based product demonstrations, via video conference, at conferences/tradeshows or at a customer's location, with the ultimate goal of matching the customer's needs with our technology-based product and services.
• Manage the calendar/flow and condition of demo equipment (packaging, shipping, testing, cleaning)
• Assist Sales Reps and Bids Group by assisting with the development of quotes.

Product Evaluation and Development (25%)

• Responsible for continually identifying and recommending new technology products to team lead. Maintaining revenue expectations for technology products is a critical aspect of role.
• Monitor customer feedback and be the voice of the customer, to ensure technology product line is evolving and trending with the needs in the classroom/community.

EDUCATION/EXPERIENCE:

2 Years in a Systems Support Specialist Role.

• Technical knowledge of Windows operating systems and remote assistance software
• Requires technical savvy coupled with a customer service mentality.
• High School Diploma Required, 2 or 4-year degree desirable. Most desirable degrees are Information Technology, or other STEM based degree.
• Education experience is a plus.
• Effective presentation skills with outstanding interpersonal skills.
• Ability to easily build new relationships with proven ability to deal professionally with others and work effectively with all levels.
• Customer service oriented with strong analytical skills required.
• Must be able to occasionally (10%) travel occasional overnight, including weekends, per job requirements.
• Valid driver's license and motor vehicle insurance.

Benefits Include:

• Paid Time Off
• Medical, Dental, Vision Insurance
• Aflac Insurance
• Pet Insurance
• Verizon & AT&T Discount
• Educational Tuition Assistance
• Paid maternity/paternity leave supplemental program
• Child Care Discounts
• YMCA Discount
• Employee Referral Bonus
• LifeMart Discount Shopping Website
• Kaplan Store Discounts
• Matching 401(k) Plan

The health and well-being of our staff members is our priority. We continue to follow the Center for Disease Control (CDC) guidelines and we are taking every step necessary to provide a safe and clean environment.

Kaplan Early Learning Company is an Equal Opportunity Employer. We embrace differences, welcome diversity, and value a culture of respect.