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Building better lives and a brighter future by empowering scientific literacy for learners everywhere.
Implementation Specialist
Location
United States
Posted
42 days ago
Salary
0
Seniority
Mid Level
Job Description
Implementation Specialist
Science Interactive Group
• Onboard new customers and faculty users , guiding them through initial setup, platform configuration, and early adoption. • Monitor and respond to incoming support tickets using the companys ticketing system. • Troubleshoot and resolve Level 1 support issues, including platform navigation questions, user setup, and basic LMS integration questions. • Escalate complex technical issues to the appropriate internal teams (Technical Support, Product, IT or Curriculum) when necessary. • Create and maintain customer education materials , including help center articles, onboarding guides, tutorials, and internal documentation. • Assist in developing onboarding resources such as training materials, walkthroughs, and user documentation. • Identify patterns or recurring issues in support tickets and collaborate with internal teams to improve documentation, processes, and the customer experience. • Provide clear, empathetic, and professional communication to instructors and institutional partners. • Build and maintain a foundational understanding of LMS integrations (Canvas, Blackboard, Moodle, etc.) and common implementation workflows.
Job Requirements
- 2+ years of experience in customer support, customer success, technical support, onboarding, or help desk roles (internships and academic experience welcome).
- Strong written and verbal communication skills with an emphasis on clarity and professionalism.
- Comfort learning and using new software platforms, CRM systems, and ticketing tools.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Ability to work effectively in a remote, collaborative environment.
- Experience creating documentation, guides, or training materials is a plus.
- Basic familiarity with Learning Management Systems (Canvas, Blackboard, Moodle, etc.) or educational technology is a plus.
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