• Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users • Assist in setting up and operating the end-user support program for major applications in support of specific projects • Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications • Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules • Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees • Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops • Coordinate support with office automation support contractors and staff • Supervise teams providing search, retrieval, and reporting support to client attorneys; translate requests into effective search strategies, design output formats, and help resolve problems related to accessing databases

SUMMARY Bilingual Support Specialists in our Client Care Department are the first point of contact for a client contacting Balance Financial Wellness. This position requires an individual who is detail-oriented, able to multi-task and who has an engaging manner with callers. This position is responsible for handling incoming calls, referrals, electronic submissions, supporting coaches and counselors, and administrative support of housing department. This is a remote position. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each of the essential duties listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Promptly answers incoming calls and emails from clients, identifies the nature of each inquiry, and determines the appropriate course of action to either schedule a session or address the concern or question. - Provides information about national and community resources and refers clients to the most appropriate services. - Oversees client appointment scheduling, provides support to other operational departments, and learns all data management systems for the organization to schedule, confirm, and reschedule appointments for clients. - Communicates clearly and collaboratively with team members to ensure client needs are met. - Maintains confidentiality at all time. - Provides administrative support as needed to include sending and receiving documentation for coaching and counseling sessions. Knowledge, Skills and Abilities The requirements listed below are representative of the knowledge, skills, and/or abilities required: - CUSTOMER SERVICE & INTERPERSONAL SKILLS - Responds to requests for service and assistance; Manages difficult or emotional customer situations; Responds promptly to customer needs; Demonstrates empathy; Focuses on solving conflict without blaming or shaming; Controls emotions; Meets commitments. - ORAL COMMUNICATION - Speaks clearly and persuasively in positive, neutral, or negative situations; Actively listens and clarifies; Responds well to questions; Avoids interrupting; Effectively presents information and responds to questions from groups of managers, clients, customers, and the public. - WRITTEN COMMUNICATION - Writes reports and business correspondence clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Reads, analyzes, and interprets written information, to include client correspondence, business periodicals, professional journals, technical procedures, and governmental regulations. - TEAMWORK - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Assists operations' team as needed. - ETHICS & PROFESSIONALISM - Treats people with respect and consideration, regardless of status or position; Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Keeps commitments; Works ethically and with integrity; Upholds organizational values; Maintains confidentiality - ORGANIZATIONAL SUPPORT & PLANNING - Follows policies and procedures; Prioritizes and plans work activities; Uses time efficiently; Completes administrative tasks correctly and on time; Maintains attention to detail and accuracy; Supports organization's mission and vision; Values and respects others. - ATTENDANCE/PUNCTUALITY - Consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. - DEPENDABILITY & ADAPTABILITY - Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan; Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events. - INITIATIVE - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed; Interested in ongoing learning opportunities. - REASONING ABILITY - Solves practical problems and deals with a variety of concrete variables in situations where only limited standardization exists; Interprets a variety of instructions furnished in written, oral, diagram, or schedule form. - COMPUTER & TECHNOLOGICAL SKILLS - Knowledge of spreadsheet, word processing, and Internet research software; Proficiency in Microsoft Office Applications (Word, Excel, Access, Outlook, etc.); Efficiently utilizes all client management systems; Proficiency with data entry. - BILINGUAL – Fluent in spoken/written English and Spanish. Education and Experience - High School Diploma is required; An Associate's or Bachelor's degree is preferred. Physical Demands While performing this job's duties, the employee is required to sit, talk, read, and actively listen, which must result in effective and confident communication via virtual platforms and computer tools. Work Environment This is a remote position; the employee must have a private quiet space where they can execute their responsibilities.

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A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com. As part of the Deal Desk team, the Coordinator will support the Sales team by facilitating the completion of customer quotes and documentation. The Coordinator will collaborate with other team members to respond to quote approval requests, in addition to maintaining and supporting the creation of Deal Desk documentation needs (custom deals, special pricing approvals, etc). The role requires efficient project coordination and task management, as well as building an awareness and understanding of the products Amplify offers. Essential Responsibilities: - Monitors and approves the queue of quote approvals, escalating into channels for consideration when necessary - Monitors the shared Deal Desk inbox to manage the communication of approvals-related information and flags urgent matters to the appropriate channels. - Coordinates with Sales Regional Vice Presidents and District Managers, Legal, Product, Contracts and Go To Market teams for pricing review and approval when needed - Reviews and summarizes requests for documentation around Deals, Special or Custom Pricing, promotions, and additional requests, as needed. - Supports Deal Desk documentation by creating deal briefs and proposal summaries within templates, and maintains organization of shared resources with relevant stakeholders - Supports the Deal Desk Manager in the process of keeping documentation up to date for Deal Briefs and special pricing, and preparation and organization of payment plan requests Required Qualifications: - BA/BS Degree - 2 years of experience using technologies such as Microsoft Office, Google Suite and Adobe Software - Ability to work independently and remotely - Quantitative analysis skills Preferred Qualifications: - Experience working in K-12 education or education tech industries - CRM or Salesforce Experience - Previous experience related to project management - 3 times a year, travel required What we offer: Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $55,000 - $65,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance. Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status. Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com. . If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting. Amplify is an E-Verify participant.