• Takes the lead on complex customer support issues, working with all stakeholders (both internal and external) to get a win-win result • Keeping communication levels high within the team and between this team and other teams • Proactively identify opportunities and risks that the support team can leverage or mitigate and propose initiatives to address • Fulfilling reporting responsibilities • Effectively engage in utilizing the Quality Management System by aligning performance to policy, procedures, and guidelines • Actively identify continuous improvement areas within the QMS and other key working spaces • Actively take steps to minimize safety risks by identifying and reporting potential work hazards

Job Title: K-12 Edtech Digital Solutions Rostering Consultant (Seasonal June 1 - Sept 30th) Location: Remote Hours: 40 hours per week (M-F 8:30-5:30 PM during school hours) Pay rate: W-2 hourly Day in the Life Digital Solutions Rostering Consultants provide advanced (Tier 2 level) support to global customers utilizing education technology (EdTech) products. Reasons for contact range from answering basic functionality questions to complex set up, onboarding, and error resolution. This individual independently provides technical consultations and resolves technical problems. Occasional guidance and direction from other experienced support personnel may be required to complete tasks but this should be limited in frequency. Connecting to the mission is important - you will have the opportunity to make a difference every day for students and teachers around the world! High Level Summary and Realistic Preview of Job: - Interact with customers through email, phone, and audio/video conferences - Providing technical consultations around account creation, access to and use of various online resources/products - Solving user account challenges for all online products - Develop solutions for customer problems - Proactively identify potential challenges with platforms and products and recommend solutions that will resolve them What You Need to be Successful (Required to perform this role) - Strong Customer Service skills - Strong Written and Verbal Communication skills - High level of technical aptitude, ideally within the EdTech space - Experience with software in the K-12 EdTech industry, such as Learning Management Systems and Student Information Systems (Clever, Schoology, Google Classroom) - Ability to communicate effectively about technical solutions around rostering, and access (Single-Sign-on) with both non-technical and highly technical customers and colleagues (e.g., IT staff and data analysts). You will translate technical information into everyday language for those with less technical expertise - Patience with technically challenged individuals - Ability to quickly learn Internet based applications - Experience with a range of operating systems including Windows, Mac OS X, Chromebooks, and iOS - Proficiency with MS Outlook, MS Word, MS Excel, and MS Teams - Experience using Salesforce - High level of comfort navigating the Internet and conducting detailed searches for specific information - Strong analytical and problem-solving skills - Ability to multi-task - Attention to detail Nice to Have (Preferred, but not necessary) - Minimum of one year in a support desk position - Experience rostering/onboarding users into digital platforms and products - Strong technical writing skills - Advanced Microsoft Excel skills (formulas for data lookup, etc.) How We Work (Competencies) - Instills Trust - Values Differences - Nimble Learning - Cultivates Innovation - Connects With Courage - Action Oriented Other Requirements - Must be able to collaborate with customers and colleagues via conference calls and online meetings - Will be in a stationary position for a considerable time (sitting and/or standing) - Must be available for the duration of the project and be fully available (not working another job in conjunction with this one)

• Acting as a liaison between the business/end users and IT systems development teams • Translating business requirements into technical artifacts • Creating clear and easy to understand technical designs • Writes high-quality code that is clean, logically correct, well-tested, and well-organized • Participate in code reviews • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries, stored procedures, functions, and views in Microsoft SQL Server • Making recommendations for solutions or improvements to business processes • Develop server applications using programming languages like Java, C#, C++, etc.

• Ensures exceptional customer service for our customers. • Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department. • Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary. • Responds to customer requests within the required SLA; provides follow up when needed. • Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers. • May perform additional duties relating to specific First American applications as assigned. • May train / provide guidance to less experienced team members.