Edtech.com's Summary

Waterford.org is hiring a Partner Support Specialist to provide technical assistance and support to educators and administrators using the Waterford Early Learning platform. The role involves troubleshooting, managing user inquiries, guiding platform navigation, and collaborating with internal teams to improve user experiences and platform functionality.

Highlights

Respond to teacher and administrator questions regarding educational resources and support options.
Manage roster imports using manual and CSV methods to maintain accurate data.
Assist with platform navigation and troubleshoot login and activity access issues.
Support users accessing and interpreting school reports.
Collaborate cross-functionally with Partner Success, Professional Learning, and School Relations teams.
Submit product feature requests and enhancement ideas on behalf of partners.
Provide overflow support for family experiences as needed.
Maintain familiarity with Waterford’s platform and document troubleshooting procedures.
Prioritize diversity, equity, and inclusion efforts within the organization.
Require familiarity with educational tools like Clever, Chrome, and support ticketing systems such as Zendesk or Freshdesk.
Salary range between $55,000 and $65,000 annually with comprehensive benefits including health, dental, life, and disability insurance, plus retirement matching.

Partner Support Specialist Full Description

Partner Support Specialist

Job Details

Job Location

Remote - Anywhere

Remote Type

Fully Remote

Position Type

Regular

Salary Range

$55000.00 - $65000.00 Salary

Job Category

Education

Description

Waterford.org is seeking a detail-oriented and tech-savvy Partner Support Specialist to provide frontline assistance to educators and administrators. This role involves supporting school educators with technical troubleshooting, navigation guidance, and general inquiries related to the Waterford Early Learning platform and services.
Reporting to the Partner Support Manager, this full-time, remote role works collaboratively across Partner Success, Professional Learning, Partnerships, and School Relations teams to ensure seamless communication of user challenges and resolutions.
The Partner Support Specialist provides insights that drive continuous improvement of our services and platform. This role is ideal for someone who thrives on taking swift, responsive action to resolve challenges, while championing positive user experiences.

Key Responsibilities

General Inquiries: Respond to teacher and administrator questions regarding available resources and support options for various educational needs.
Roster Management: Handle manual and CSV roster imports to ensure accurate student and staff data integration.
Platform Navigation Support: Guide school staff on where to locate specific features or information within educational platforms.
Login Troubleshooting: Assist with basic login issues, including identifying and resolving cases where manual logins are used instead of Clever integration.
Activity Troubleshooting: Verify browser settings, pop-up permissions, redirects, and app versions to ensure smooth activity access and functionality.
Report Access Assistance: Help users access and interpret school reports, ensuring they can make informed decisions based on the data.
Communicate cross-functionally with professional learning, partner success, and school relations about the status of partner updates so everyone is aligned.
Advocate for partner needs by submitting product feature requests and enhancement ideas on their behalf.
Provide overflow support for family experiences, supplementing the Guided Family Services team as needed.
Maintain fluency with Waterford’s platform and services to provide knowledgeable technical support.
Oversee documentation of common issues, solutions, and internal troubleshooting protocols in the knowledge base.
Continuously champion, promote, and advance diversity, equity, and inclusive excellence at Waterford.org.
Collaborate on and contribute to organizational DEI efforts and goals.

Qualifications

Strong communication and problem-solving skills
Familiarity with educational platforms and tools (e.g., Clever, Chrome, school reporting systems)
Ability to work quickly, independently, and manage multiple support requests
Proficiency with support ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and knowledge base tools.
Comfort with troubleshooting browser-based applications and common user devices.
Experience in a school or educational technology environment

About Waterford.org

Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.

Our Commitment to Equity & Inclusion

Waterford.org's commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a mission-driven organization, and diversity, equity, and inclusion (DEI) are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children, families and caregivers in underserved communities. At Waterford, we actively seek talent who bring different backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.

Working at Waterford.org

Waterford.org team members are located across the United States and primarily work from home. We anticipate this full time, salary position will pay $55,000 - $65,000 per year depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.

Waterford.org Employee Growth & Applications

At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.

Equal Opportunity Employer

Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Original Job Description

Partner Support Specialist

Job Details

Job Location

Remote - Anywhere

Remote Type

Fully Remote

Position Type

Regular

Salary Range

$55000.00 - $65000.00 Salary

Job Category

Education

Description

General Inquiries: Respond to teacher and administrator questions regarding available resources and support options for various educational needs.
Roster Management: Handle manual and CSV roster imports to ensure accurate student and staff data integration.
Platform Navigation Support: Guide school staff on where to locate specific features or information within educational platforms.
Login Troubleshooting: Assist with basic login issues, including identifying and resolving cases where manual logins are used instead of Clever integration.
Activity Troubleshooting: Verify browser settings, pop-up permissions, redirects, and app versions to ensure smooth activity access and functionality.
Report Access Assistance: Help users access and interpret school reports, ensuring they can make informed decisions based on the data.
Communicate cross-functionally with professional learning, partner success, and school relations about the status of partner updates so everyone is aligned.
Advocate for partner needs by submitting product feature requests and enhancement ideas on their behalf.
Provide overflow support for family experiences, supplementing the Guided Family Services team as needed.
Maintain fluency with Waterford’s platform and services to provide knowledgeable technical support.
Oversee documentation of common issues, solutions, and internal troubleshooting protocols in the knowledge base.
Continuously champion, promote, and advance diversity, equity, and inclusive excellence at Waterford.org.
Collaborate on and contribute to organizational DEI efforts and goals.

Qualifications

Strong communication and problem-solving skills
Familiarity with educational platforms and tools (e.g., Clever, Chrome, school reporting systems)
Ability to work quickly, independently, and manage multiple support requests
Proficiency with support ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and knowledge base tools.
Comfort with troubleshooting browser-based applications and common user devices.
Experience in a school or educational technology environment

About Waterford.org

Our Commitment to Equity & Inclusion

Working at Waterford.org

Waterford.org Employee Growth & Applications

Equal Opportunity Employer

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