Teaching Strategies, LLC
  • Customer Success
  • Bethesda, MD, USA
  • Full Time

Teaching Strategies is a dynamic early childhood education company that provides the most innovative and effective curriculum, assessment, professional development, and family connection resources to programs serving children from birth through kindergarten. With ground-breaking solutions and a strong belief that the most powerful way to impact child outcomes is to improve teacher effectiveness, Teaching Strategies has been supporting the critical work of early childhood educators for over 25 years.

As a company, our philosophy is that the best outcomes result from working together as a team. Located in downtown Bethesda, MD, our company's headquarters are within steps from Bethesda Row and the Bethesda Metro stop. Candidates who fit with our values, vision, and mission will find a casual and fun work environment that fosters creativity, innovation and career growth. Along with great benefits and competitive compensation packages, we at Teaching Strategies pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is teaching children to become creative, confident thinkers.

Position overview:

The Tier II Technical Support Associate position is an escalation point for Teaching Strategies customers and Tier I support teams that require further assistance when experiencing technical or user issues with Teaching Strategies products or solutions. The Tier II staff will engage with Teaching Strategies customers to solve issues, identify bugs through replication and testing, escalate into the support management chain, strictly adhere to SLA timelines and processes, and drive closure to the most comprehensive and problematic issues.

Key responsibilities:

• Takes ownership of technical issues by troubleshooting and qualify cases before escalating to higher Tiers
• Follows SLA (internal and external) timelines and processes providing documentation and transparency
• Provides recommendations and best practices for emerging opportunities that assist in Customer Success
• Consultation of technical documentation, bulletins and release notes for known problem
• Follows up on technical cases, escalates, and manages the right expectation until the closure of the cases
• Provides knowledge transfer to peer engineers
• Customer Focused, with a high level of comfort and expertise reaching out by phone, chat, or email to all levels of customers

Qualifications and Requirements:

• Bachelor's degree in computer and information sciences, education, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
• Basic level knowledge of databases (SQL, MySQL)
• Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management).
• Basic experience with Web Technologies
• Basic experience with programming/scripting is desirable, but not required
• General proficiency with Microsoft Office Suite of products
• Good writing skills for email communications and for documenting in ticketing systems

Teaching Strategies, LLC is an equal opportunity employer of Minorities, Females, Protected Veterans and Individual with Disabilities.

Teaching Strategies, LLC
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