Technical Implementation Specialist
Job Summary
Job Description
The Technical Implementation Specialist will provide high-level technical support and expertise to major accounts. Responsibilities include managing the technical relationship with customers, participating in pre-sales meetings, understanding customer needs, facilitating onboarding, coordinating communications, collaborating with support teams, building relationships with stakeholders, representing customer needs, handling data integration cases, providing technical support, and contributing to product improvements. This role involves working with various teams to ensure excellent customer experience and increasing their product understanding.
Must have:
- 5+ years experience in technical customer support.
- Experience with Excel, SQL, and basic database concepts.
- Knowledge of edtech rostering methods.
- Experience with SaaS, web browsers, and networking principles.
- Excellent communication and collaboration skills.
- Ability to support customers at all expertise levels.
Good to have:
- Bachelor's degree in Education or Edtech experience.
- Knowledge of Clever or ClassLink integration.
- Familiarity with case tracking software (Zendesk).
Perks:
- 90% of employee health and welfare benefits premiums.
- 65% of dependent benefits premiums.
- A 401(k) program with employer match.
- 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year.
- Flexible work culture with hybrid or remote options.
11 skills required
Job Details
Company Overview:
Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.
Summary:
Age of Learning's Customer Success team is seeking an experienced Technical Implementation Specialist to provide the highest level of technical support and expertise to some of our largest and most strategic accounts. The Technical Implementation Specialist is technically competent, business-oriented, and highly customer-centric.
The Technical Implementation Specialist serves as a trusted technical advisor, leads customers to solutions, and is responsible for leading the technical/onboarding activities between our most strategic customers and our customer care team. The ideal Technical Implementation Specialist has excellent communication skills and dynamic product/technical skills.
Responsiblities:
- Own and drive the technical relationship with our customers.
- Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team, and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship.
- Listens to customers to gain a deep understanding of their intended outcome, processes, system environments, and data infrastructure.
- Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.
- Coordinate communications with all required stakeholders on crucial support cases and high-priority issues.
- Collaborate with the Senior support team to solve technical challenges related to assigned accounts.
- Creates strategic relationships with key IT and technical stakeholders within our districts.
- Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.
- Handles complex data integration cases, case escalations, and customer experiences
- Provides technical support to customers via phone, chat, email, video conferencing, and other channels
- Provides roster services and data integration support, AofL product support, networking, hardware/software, and other technical troubleshooting
- Thinks strategically about customer needs and partners with development teams to fix defects, new feature requests, improvements for the user experience, etc.
- Expert in the latest hardware, software, and networking technologies
- Continually improves technical and service skills as well as company knowledge of products and services
- Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
- Has a direct impact in making our customers successful through increasing their product understanding
Minimum Qualifications:
- Minimum 5+ years experience in technical customer support in a client-facing role
- Bachelor's degree in Education or Edtech experience preferred.
- Ability to travel to customer sites and team meetings up to 50% of the time, depending on the time of year.
- This is a remote position but you must live in Texas or California near a major airport.
- Demonstrated phone, email, communication, and presentation skills successfully supporting customers, particularly with technical questions.
- Experience with Excel, SQL, and basic database concepts.
- Solid knowledge of edtech rostering methods; previous knowledge of Clever or ClassLink integration.
- Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.
- Comfortable in a fast-paced and changing environment.
- Ability to quickly learn new features and particulars of software applications.
- Excellent communication skills (written and verbal) and demonstrated ability to work collaboratively with a high level of follow-through.
- Ability to work with customers at all levels of technical expertise and provide support accordingly.
- Must be self-directed and proactive.
- Familiarity with case tracking and customer relationship management software (preferably Zendesk).
Total Compensation:
The estimated salary range for a new hire in this position is $95,000 USD to $105,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location.
Age of Learning currently provides:
• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Security Advisory
At Age of Learning, we prioritize a safe recruitment process. Communication will come solely from official Age of Learning email addresses, @aofl.com, or our verified LinkedIn Recruiter accounts — be cautious of deviations. We will never request sensitive personal information during the early application stages. Interviews are conducted via phone, in person, or Zoom — never through messaging apps. Job offers are communicated verbally and followed by written documentation via Docusign. Any requests for personal information will occur through secure channels only.
An Equal Opportunity Employer
Age of Learning, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state, or local laws, regulations, or ordinances. Age of Learning, Inc. (the “Company”) will consider qualified applicants with criminal histories pursuant to EEOC requirements and state applicable laws, e.g. New York City Fair Chance Act.
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About The Company
Age of Learning® is the leading education technology innovator, creating engaging and effective learning resources to help children build a strong foundation for academic success and a lifelong love of learning. Our research-based digital education programs have proven efficacy in increasing children’s learning gains, and our curriculum is developed by an experienced team of education experts. Age of Learning’s flagship product, ABCmouse.com® Early Learning Academy, is an award-winning comprehensive curriculum for children. Adventure Academy™, a massively multiplayer online game (MMO), provides elementary-and middle-school-age learners the opportunity to build critical knowledge in language, arts, math, science, social studies, and more in a fun and safe virtual world. The company’s School Solutions Programs include My Math Academy® , an adaptive, personalized program that helps students master foundational math concepts, and My Reading Academy™, which helps young learners become fluent readers and build a foundation for reading comprehension and literacy. With over 10 billion learning activities completed by more than 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.
We are committed to helping all children succeed. Through the Age of Learning Foundation, we make our research-proven educational products available at no cost to millions of children in need through schools, libraries, Head Start programs, community centers, and other governmental and non-governmental organizations. Our work has served communities on 5 continents and continues to grow today
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