The Digital Support Representative role is accountable for supporting Wayside Publishing’s Learning Site. In this role, you will support end users with the operation and functionality of our application purchased from Wayside Publishing. Support needs may include, but are not limited to, functionality and training to internal and external customers; development and implementation of a quality assurance process; and supporting end-user needs by serving as the primary application support resource.
Who We Are
Wayside Publishing is a progressive developer of world language programs, resources, and materials for middle and high schools across the United States. We partner with educators to craft transformative texts and digital tools that engage students and foster successful communication and understanding across cultures.
Primary Responsibilities
- Provide expertise and technical knowledge to our Learning Site customers by responding to Learning Site, Support email, and phone issues.
- Answer queries and resolve issues with software applications, and escalate or close tickets as necessary.
- Monitor and report on end-user feedback and suggest potential changes to the software.
- Generate and compile a couple of systems and user reports.
- Upload World language activities and resources for current and future courses.
- Test out a new Learning Site feature.
- Create and maintain Learning Site and team document.
- Train users on specific applications and document creation.
- Assist with Rostering duties which can include: Course mapping, Roster file processing, Clever Syncing, LTI credential creation
- Other duties as assigned
Requirements
- Bachelor’s Degree: prior job-related experience can be used as a substitute for education requirements.
- 2+ year’s end-user IT Support experience.
- 2+ years’ experience working in a call center environment.
- Experience working in a fast-paced company.
- Excellent verbal and written communication skills – able to communicate technical concepts effectively to a nontechnical client base.
- Strong and demonstrable customer service background including interpersonal skills and the ability to relate to others.
- Excellent problem-solving, analytics, and research skills.
- Ability to learn new software systems, policies, and hardware quickly.
Team-oriented individual with the ability to work independently.
What We Offer
- Competitive compensation: base salary plus achievement-based incentive program, uncapped potential.
- Health insurance with options for dental, vision, life insurance, and more.
- Retirement savings plan with employer contribution.
- Employer-paid STD and LTD policies
- Paid holidays.
- Work/life balance as a company value.
We believe that traditional hiring policies can hurt the most marginalized people in society, including people of color, people from working-class backgrounds, women, and LGBTQ people. Because we believe that these communities must be centered in the work we do, we strongly encourage applications from people with these identities or who are members of other marginalized communities.
Salary Description
$40,000 – $55,000