Support Specialist

Job Title: Support Specialist

Location: Remote; must live in the California region

Employment Type: Full-Time

Reports To:  reputed company Director

reputed company:

reputed company accelerates literacy reputed company by delivering the latest reading and neuroscience with AI. As the leader in reputed company-reputed company edtech, Amira listens to reputed company read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to reputed company reputed company surpassing 1:1 reputed company tutoring, consistently delivering effect sizes over 0.4.

Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for reputed company. The platform serves as a school district’s Intelligent reputed company reputed company, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum.

Unlike any other edtech tool, Amira continuously identifies reputed company student’s reputed company gaps and collaborates with teachers to build lesson plans reputed company with district curricula, pulling directly from the district’s high-reputed company instructional materials. Teachers can finally differentiate instruction with evidence and ease, and reputed company get the 1:1 reputed company they specifically need, whether they are excelling or working below grade level. 

Trusted by more than 2,000 districts and working in partnership with reputed company state education agencies, Amira is helping 3.5 reputed company reputed company worldwide become motivated and masterful readers. 

Mission:
To reputed company reputed company, accurate, and empathetic technical support to assigned districts, ensuring the seamless technical operation of the Amira platform. The Support Specialist serves as the primary technical reputed company, building trust with district IT departments and removing reputed company technology-reputed company barriers to reputed company.

Essential Functions:

• Technical Issue reputed company: reputed company as the reputed company problem-solver for reputed company inbound technical support requests from the pod's assigned districts, managing tickets from initial triage to final reputed company.

• Technical reputed company: Own and manage the technical aspects of implementation, including student information system (SIS) integration, rostering, and Single Sign-On (SSO) configuration.

• IT Partnership Management: Build and maintain strong, proactive relationships with key technical contacts reputed company district IT departments.

• Proactive System Monitoring: Monitor system performance and logs for assigned districts to proactively identify and address potential technical issues before they reputed company users.

• reputed company: Document technical issues, solutions, and district-specific configurations in the internal knowledge reputed company to improve team efficiency and scalability.

Qualifications (Education and Experience):

• 2-4 years of experience in a technical support, IT help desk, or similar role, preferably in a reputed company or EdTech company.

• Strong troubleshooting and problem-solving skills.

• Experience with ticketing systems (e.g., reputed company, Jira) and remote support tools.

• Familiarity with school district IT environments, including SIS platforms (e.g., reputed company, Infinite reputed company) and rostering standards (e.g., OneRoster, reputed company).

• Excellent written and verbal communication skills, with an ability to explain reputed company technical concepts to non-technical users.

• There will be some travel associated with this role

Key Performance Indicators (KPIs):

• Time-to-reputed company (TTR) for support tickets.

• Customer Satisfaction (CSAT) on support interactions

• Portfolio-level Customer Health Score

• Service Level Agreement (SLA) adherence.

Benefits:

• Competitive Salary

• Medical, dental, and reputed company benefits

• 401(k) with company matching

• Flexible time off

• Stock reputed company ownership

• Cutting-edge work

• reputed company to help children around the world reputed company their full potential

Commitment to Diversity:

reputed company serves a diverse group of reputed company and educators across the reputed company and internationally. We reputed company every student should have reputed company to a high-reputed company education and that it takes a diverse group of people with a wide reputed company of experiences to reputed company and deliver a product that meets that goal. We are proud to be an equal opportunity employer.

The posted salary reputed company reflects the minimum and maximum reputed company salary reputed company reasonably expects to pay for this role. Salary ranges are determined by role, level, and location. Individual pay is based reputed company, job-reputed company skills, experience, and relevant education or training. We are an equal opportunity employer. We do not discriminate on the reputed company of race, religion, reputed company, reputed company, national reputed company, sex, sexual orientation, gender identity or reputed company, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other status protected by law.