Edtech.com's Summary

McGraw Hill is hiring a Digital Integration Specialist. The role involves providing phone, chat, and email support to customers who have integrated with McGraw Hill Education (MHE), troubleshooting and solving complex technical issues with district-level IT administrators, logging bugs or feature requests in JIRA, and updating districts on progress. The specialist will also participate in integration activities and provide support for K–12 digital technology issues.

Highlights

Troubleshoot and resolve complex technical issues with district-level IT administrators.
Provide phone, chat, and email support to customers integrated with MHE (SSO and Auto Rostering).
Log bugs or feature requests in JIRA and update districts on progress.
Complete End of Year and Back to School integration activities for existing customers.
Participate in 24/7 on-call support rotation for high-priority incidents up to three weeks per year.
Provide dedicated support for top customer district IT administrators and backup support for escalated technical issues.
Offer all levels of support for K–12 questions and digital technology issues.
Proactively support integration districts through assigned projects and customer success duties.
Required associate’s degree or equivalent professional experience with minimum 2 years in a related technical or support role.
Technical skills include proficiency with Student Information Systems (SIS), APIs, SFTP protocols, Microsoft Excel, CSV file formats; experience with Salesforce preferred, plus understanding of database concepts and file transfer processes.

Digital Integration Specialist Full Description

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

McGraw Hill, the leading provider of digital and print educational solutions, is looking for a Digital Integration Specialist. The Digital Integration Specialist will provide phone, chat, and email support year-round to those customers who have integrated with MHE (SSO and Auto Rostering) and are having trouble with their data files, or user and content access. This individual will spend their time troubleshooting and solving complex technical issues with district level IT administrators. They also will log bugs or feature requests in JIRA for engineering teams to resolve while updating districts on progress.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

This individual will spend their time troubleshooting and solving complex technical issues with district-level IT administrators
Log bugs or feature requests in JIRA for engineering teams to resolve while updating districts on progress
Complete End of Year and Back to School integration activities for existing integration customers
Participate in a rotation of 24/7 on-call support for P1/P2 incidents for up to three weeks per year
Provide dedicated support for top customer district IT administrators as needed
Provide all levels of support to customers regarding any K-12 questions or digital technology issues
Provide back-up support for escalated K-12 digital technical support issues
Proactively support integration districts through assigned projects
Provide backup support for various K-12 or Customer Success duties as needed

What you need to be considered:

Associate's degree or equivalent professional experience required
Minimum of 2 years of experience in a related technical or support role
Strong attention to detail and accuracy
Excellent written and verbal communication skills
Demonstrated experience in a support role, especially in customer or technical support
Ability to work directly with high-level District IT Administrators to troubleshoot and resolve issues
Proficiency with Student Information Systems (SIS), APIs, and SFTP protocols
Experience using Salesforce is preferred
Understanding of database concepts and file transfer processes
Expert-level proficiency in Microsoft Excel
Familiarity with CSV file formats
Experience with APIs or digital architecture is a plus
Proven ability to communicate effectively with IT professionals and adapt based on the technical expertise of the audience
Strong troubleshooting and analytical skills
Excellent customer service orientation
Ability to work well under pressure and manage multiple priorities
Naturally curious and eager to learn
Creative, solution-oriented thinker who enjoys solving complex problems
Demonstrated ability to assess unique customer situations and tailor support and follow-up accordingly

Here's what we offer:

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

The pay range for this position is between $45,000 - $47,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefits offerings.

McGraw Hill recruiters always use a "@mheducation.com" or "@careers.mheducation.com" email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.

Original Job Description

Overview

Make an Impact!

How can you make an impact?

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

This individual will spend their time troubleshooting and solving complex technical issues with district-level IT administrators
Log bugs or feature requests in JIRA for engineering teams to resolve while updating districts on progress
Complete End of Year and Back to School integration activities for existing integration customers
Participate in a rotation of 24/7 on-call support for P1/P2 incidents for up to three weeks per year
Provide dedicated support for top customer district IT administrators as needed
Provide all levels of support to customers regarding any K-12 questions or digital technology issues
Provide back-up support for escalated K-12 digital technical support issues
Proactively support integration districts through assigned projects
Provide backup support for various K-12 or Customer Success duties as needed

What you need to be considered:

Associate's degree or equivalent professional experience required
Minimum of 2 years of experience in a related technical or support role
Strong attention to detail and accuracy
Excellent written and verbal communication skills
Demonstrated experience in a support role, especially in customer or technical support
Ability to work directly with high-level District IT Administrators to troubleshoot and resolve issues
Proficiency with Student Information Systems (SIS), APIs, and SFTP protocols
Experience using Salesforce is preferred
Understanding of database concepts and file transfer processes
Expert-level proficiency in Microsoft Excel
Familiarity with CSV file formats
Experience with APIs or digital architecture is a plus
Proven ability to communicate effectively with IT professionals and adapt based on the technical expertise of the audience
Strong troubleshooting and analytical skills
Excellent customer service orientation
Ability to work well under pressure and manage multiple priorities
Naturally curious and eager to learn
Creative, solution-oriented thinker who enjoys solving complex problems
Demonstrated ability to assess unique customer situations and tailor support and follow-up accordingly

Here's what we offer:

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

49902

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Edtech.com's Summary

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