The National Charter Schools Institute is seeking an experienced, high functioning, results-oriented Partner Support Specialist to join our team.  This person will help us develop and grow a dynamic array of tools and services strategically designed to strengthen performance and productivity in the education sector and across the organization.

The ideal candidate will have a track record of success, a passion for quality and excellence, and a steadfast commitment to the “customer first” philosophy.

Position Title: Partner Support Specialist

General Statement of Responsibility:

The Partner Support Specialist will be responsible for gaining expertise in, and knowledge about, custom software products developed by our organization and utilized nationally within the education industry (specifically, Epicenter). With this expertise and knowledge, our new team member will be able to provide a variety of value-added services throughout the entire client experience.  This position is responsible for providing subject matter expertise, guidance, and technical support to a range of users, in an efficient and effective manner. Responsibilities of this position include, but are not limited to: interacting with a diverse constituency of client partners through answering the main support line, desk cases and emails; developing and maintaining professional relationships with partners; coordinating and conducting meetings as requested; providing support through online and on-site trainings.

Job Type:

• Full-time, salary and benefits will be competitive and commensurate with qualifications.

Responsibilities:

• Provide general technical assistance and support by telephone, virtually, in-person and/or via email in a manner that reflects and promotes our organization’s values, expectations, and key performance indicators
• Maintain records of partner interactions within Salesforce, recording details of inquiries, opportunities, and actions taken
• Ensure unresolved tickets are escalated properly
• Assist with projects associated with the setup and implementation of Epicenter for new partners
• Assist with Epicenter testing and implementation of new release features
• Stay up-to-date with developments and generate new ideas to draw audiences’ attention
• Actively participate and collaborate in team meetings

Candidate Expectations:

• Ability to quickly learn computer software programs; tech savvy
• Superior interpersonal, written and oral communication skills
• Excellent troubleshooting, problem-solving, and multitasking skills
• Ability to maintain focus on details and demonstrate organizational skills
• Ability to multitask and prioritize
• Goal-oriented and able to function under deadline
• Ability to work beyond a 40/hour work week, including weekends as needed
• Ability to maintain positive relationships with the internal team and external partners
• Travel as required

Minimum Qualifications:

• Associate’s Degree or equivalent experience in Computer Science, Business Administration, or a related discipline with an information technology focus
• 2+ years’ experience providing software computer service and/or implementing software systems
• Experience in navigating through a variety of software

Desired Qualifications:

• Experience with Epicenter

Personal Requirements:

The person in this position must possess:

• A passion for advancing excellence in education
• A demonstrated commitment to continuous professional growth
• The ability to be equally adept at working independently and as a member of a team