MTSS Application Support Specialist

Description

HOURS: Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours. 

JOB PURPOSE: 

To provide Synergy MTSS support to all Edupoint customers.

JOB SUMMARY: 

As an MTSS Application Support Specialist at Edupoint, your primary role is to provide support for all aspects of MTSS (Multi-Tiered System of Supports) implementation, training, development, and ongoing client needs. You will assist customers with the scheduling of implementation events, enter district-specific configurations into the MTSS module, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings.

During the implementation phase, the MTSS Application Support Specialist will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead virtual meetings and trainings to support customers throughout the implementation and post-implementation phases.

In addition to customer support, MTSS Application Support Specialist will provide internal support for staff professional development training and guidance. Additionally, will contribute to product development efforts by completing Edupoint Quality Assurance tests to ensure that product releases meet or exceed quality standards.

As an MTSS Application Support Specialist, it is important to adhere to and promote all Edupoint guidelines to ensure consistency and quality in the support provided to customers.

Overall, the role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to staff professional development and product development efforts.

JOB DUTIES: 

• Provide support to MTSS team which includes: 
• Timely communication with customers
• Record & track meeting notes and events
• Schedule and organize implementation events
• Configure the MTSS module setup according to district decisions
• Lead Implementation virtual meetings
• Provide MTSS support for post-implementation clients
• Provide virtual training
• Collect customer information and analyze customer needs
• Build sustainable relationships of trust through open and interactive communication
• Greet customers warmly and ascertain problem or reason for calling
• Work closely with the Synergy MTSS team to schedule implementation events and report customer satisfaction
• Work with MTSS Team and the clients to review and modify the product setup according to client needs
• Answer incoming email/phone questions from implementation customers regarding MTSS
• Attend and record project meetings with implementation and post-implementation MTSS customers
• Create specialized documentation for each customer 
• Maintain competency in all areas of the application as new features are added
• Participate in the creation and maintenance of documentation and materials
• Accurately document customer interactions and publish these documents for review by the Management Team
• Lead or assist in module presentations during Edupoint Users Conference
• Plan and present virtual MTSS Webinars
• Write and execute functional and regression tests and required release documentation
• Track defects and coordinate defect/issue resolution
• Ensure QA defined policies and procedures are followed on an ongoing basis
• Retain and demonstrate application knowledge in assigned product area
• Other duties as assigned

JOB REQUIREMENTS-KNOWLEDGE/SKILLS/ABILITIES:   

*Knowledge:  

• K-12 education knowledge preferred
• Knowledge of student information systems, electronic gradebooks, instructional management systems, assessment systems a plus
• Strong technical background and experience with Google, Office Suite, Camtasia and video editing skills are a plus
• Synergy Instructional Application knowledge preferred

*Skills:   

• Excellent listening, communication, phone, & email skills
• Excellent verbal and written communication skills required
• Must possess a positive attitude, patience, focus & conflict-resolution skills
• Must be people oriented and possess organizational and problem solving skills
• Must be flexible and able to perform a variety of duties and multi-task
• Must have strong attention to detail, analytical and time management skills

*Abilities:   

• To work as part of a team effectively
• Ability to effectively communicate technical concepts to non-technical trainees

EDUCATION AND/OR EXPERIENCE: 

• Bachelor’s degree or one to two years related experience and/or training; equivalent combination of education

and experience

CERTIFICATES, LICENSES, REGISTRATIONS: 

• None 

BENEFITS:

In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):

Medical Insurance w/Prescription Drug Coverage 

Dental Insurance Vision Insurance 

Generous Paid Time Off & Holidays 

Long Term Disability Insurance Life & Accidental Death & Dismemberment 

Paid Maternity & Paternity Leave 

Bereavement Leave 

Professional Development Opportunities 

Onsite Flu Shots for Staff & Immediate Family 

Stocked Kitchen w/Healthy Snacks & Drinks 

TRP Carpool Program 

Employee Assistance Program 

Opportunities for Community Involvement 

Employer and Employee Contributed Health FSA 

Employee Contributed Dependent Care FSA 

401K Plan w/Company Matching & Immediate Vesting 

Short Term Disability Insurance 

Health & Wellness Program 

Company Sponsored Fitness Challenge 

Pet Insurance 

Free Parking 

TYPICAL PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel in the performance of duties may be required. 

Edupoint Educational Systems is an Equal Employment Opportunity Employer. Edupoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.