Job Details
Job Location: Remote Employee (USA) - Pittsburgh, PA
Position Type: Full Time
Education Level: High School
Salary Range: $43,000.00 - $47,000.00
Travel Percentage: None
Job Shift: Any
Job Category: Customer Service
Description
WHAT WE SEEK
At Carnegie Learning, we're all about passion. We're committed to transforming the math classroom, putting better math learning within reach for both teachers and students. At the same time, we're also committed to making Carnegie Learning the kind of company we've always wanted to work for. Within our company, Customer Support Integration Specialists play a significant role in customer satisfaction and student achievement.
Customer Support Integration Specialists are responsible for managing customer integrations in addition to regular customer support duties as needed. Responsibilities include working with district SIS and curriculum leads to successfully set up Clever and other implementations prior to the start of the school year. Responsibilities also include working with district contacts to maintain the integrations throughout the school year and managing transitions between semesters. The Integration Specialist also works with the Ed Services team to coordinate content for template classes as needed.
Throughout the year, the Integration Specialist will also be responsible for regular customer support responsibilities. These include working with customers via phone, email and chat, and handling both L1 and L2 support cases as needed.
WHAT YOUR DAY WILL LOOK LIKE
- Responds to requests via phone, case/email, and conference calls for data integration and technical support
- Work with district contacts to set up roster and LMS integrations (including but not limited to Clever, Classlink, Edlink, custom integrations, and common cartridge setups)
- Assist in the pre-sales process (Lead demos and attend sales calls, contribute and review technical responses to district and state RFPs)
- Create and manage template classes for roster integration customers
- Outreach to roster integration customers regarding usage and experience
- Maintain regular communication with Accounts Management and Sales teams regarding roster integration status and challenges
- Assist in creating and maintaining customer-facing and internal documentation related to current integrations
- Assist in creating and maintaining internal test/demo environments for support and documentation teams
- Answer, research, and resolve first and second-level customer issues regarding roster integration
- Research server and transaction logs in Splunk and Snowflake to understand and document advanced rostering and sync issues
- Monitor nightly sync statuses and investigate any overnight sync failures
- Assist in creating, translating, and maintaining customer-facing and internal documentation
- Owns troubleshooting and documenting school and district-level issues
- Document troubleshooting and problem-resolution steps
- Utilize comprehensive knowledge of Carnegie products, platforms, and internal technical tools to diagnose software issues, engaging with our product, engineering, services, professional learning, and customer success teams to solve more complex product issues
- Analyze incoming questions and identify areas for product and process improvements
- Regular customer support responsibilities and case management as needed
- Contribute toward assigned project-based work
WHAT SHOULD BE IN YOUR BACKPACK
- Strong verbal and written communication skills are required.
- Technical support, software testing, or technical writing experience.
- Excellent problem-solving skills, patience, and a friendly demeanor.
- Additional consideration will be given to previous customer service experience, familiarity with educational software, or a background in education.
WHAT GIVES US PURPOSE
Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.
WHAT WE PROVIDE
- Holistic Wellbeing
- An inclusive range of Health Insurance options, including a premium-free plan
- Short-Term and Long-Term Disability Insurance at no cost to you
- Access to Headspace at Work with no added cost, empowering you to enhance your mental health
- Fostering Joy
- Flexible work arrangements with our Work From Anywhere Policy
- Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life
- Empowering Parenthood
- Paid Parental Leave
- Reduced working hours on full pay for soon-to-be and new parents
- Free access to CL products for employees and their children
- A Place for Connection
- Quarterly Wellness Incentives
- Monthly employee activities + recognition program
- 9 Employee Resource Groups
WHAT WE BELIEVE
We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.
If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer.
Qualifications
