Register
Recruit Create CV
Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Technical Support Enigneer Jobs
Recruited by Serrala 9 months ago Address , Remote
Customer Support Associate Jobs
Recruited by Wise 9 months ago Address , Tampa $20.50 an hour
Customer Support Associate Jobs
Recruited by Hero Journey Club 9 months ago Address , Remote
Technical Support Analyst Jobs
Recruited by Tommy Bahama 9 months ago Address , Auburn $22 - $29 an hour
Supervisor, Technical Support Jobs
Recruited by eMoney Advisor, LLC 9 months ago Address , Remote $67,000 - $92,000 a year
Technical Support Manager Jobs
Recruited by Tracker Corp 9 months ago Address , Remote
Postdoctoral Associate, Education Programs
Recruited by MIT 9 months ago Address , Cambridge, 02139, Ma
Technical Support Associate ( Entry Level)
Recruited by OvationCXM 9 months ago Address , Remote $40,000 - $45,000 a year
Director, Strategic Programs Jobs
Recruited by Granicus Inc. 9 months ago Address , Remote $150,000 - $180,000 a year
Customer Support Associate Jobs
Recruited by Futran Solutions 9 months ago Address Iowa, United States
Overnight Technical Support Agent
Recruited by Fusion Connect 11 months ago Address , Remote
Technical Support Jobs
Recruited by Green Geeks 11 months ago Address , Remote
Technical Support Account Manager (Tsam)
Recruited by PTC Inc. 1 year ago Address , Remote
Technical Account Manager (Support)
Recruited by BoostUp.ai 1 year ago Address , Remote
Associate Technical Artist – Treyarch
Recruited by Activision 1 year ago Address , Playa Vista, Ca $24.04 - $44.47 an hour
Associate Analyst, Support Sales
Recruited by Nagarro 1 year ago Address , Remote
Wireless Testing Technical Support (Spring/Summer)
Recruited by Underwriters Laboratories Inc. 1 year ago Address , Fremont, 94538, Ca $20 an hour
Manager, Technical Customer Support
Recruited by Craneware 1 year ago Address , Remote
Technical Customer Support, Contract
Recruited by iconectiv, LLC. 1 year ago Address , Remote
Programs And Communications Associate
Recruited by Free Yezidi Foundation HQ (USA) 1 year ago Address , Remote
Senior Director, Academic Programs & Initiatives
Recruited by The Jed Foundation 1 year ago Address , Remote $115,000 - $155,000 a year
Customer Support Associate Jobs
Recruited by Wise 1 year ago Address , Tampa, Fl $20.50 an hour
Research Associate - Global Programs
Recruited by Boston Medical Center 1 year ago Address , Remote

Associate Director, Pre-Ap Programs Technical Support

Company

The College Board
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-29
Posted at 1 year ago
Job Description
Associate Director, Pre-AP Programs Technical Support
College Board – AP&I
Remote

About the Team
The Pre-AP Programs Technical Support team at College Board is a close-knit, dedicated team with a passion for providing superior customer support for educators and students who use our Pre-AP and SpringBoard programs in their schools. The team is committed to attaining high levels of customer satisfaction and being the Voice of the Customer to facilitate continuous improvement of our platforms, products, and services. This team is currently made up of five individuals, and we enjoy working closely with our broader team of Program Delivery, Implementation and Instructional Support. We also partner with a variety of external vendors to support our products and customers.

About the Opportunity
In the role of Pre-AP Programs Technical Support Associate Director, you directly support the Pre-AP Programs Technical Support Director and team of analysts who provide customer support for Pre-AP Classroom and SpringBoard Digital platforms. An essential part of customer engagement and support, you collaborate with the team in managing, documenting, and resolving “Tier 3” escalations. You are a driving force in the team’s efforts to increase our efficiency and scalability by documenting and refining our processes and procedures. You coordinate and deliver training and coaching for College Board Call Center and external outsourced customer care vendors. In this role, you also work closely with the Pre-AP Product team, developers, and other internal teams.

In this role, you will:
Customer Satisfaction (50%):
  • Work collaboratively with a team of College Board call center analysts, third-party vendors and seasonal temporary employees to provide optimal customer service
  • Through Salesforce cases, take ownership of the customer’s problem and be the single point of contact for all inquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made

Voice of the Customer (30%):
  • Analyze tech support cases to mine for trends and provide data-based product enhancements recommendations, while maintaining service quality and service level agreements
  • Provide expertise as Customer Engagement lead for digital platforms, supporting field facing teams (Sales, Professional Development, Implementation, Program Delivery), collaborating on district issues, and managing platform enhancement and fixes, including managing Jira tickets
  • Document and communicate solutions in collaboration with the Pre-AP Programs Technical Director, Pre-AP Product and AP Platform teams to streamline user experience

Enhance Scalability and Sustainability (20%):
  • Develop and deliver training for internal and vendor supplied technical support teams on product, process, or protocol updates
  • Evaluate, plan, document, and execute process and procedure improvements for both the team’s standard activities and in response to trends.

About You
You have:
  • Excellent verbal and written communication skills, including facilitating meetings and presenting remotely and in-person
  • Ability to work independently and as part of a team
  • Strong customer service orientation and interpersonal skills
  • Strong computer skills, including Microsoft Office applications
  • Travel 3-5 times a year to our NYC office or other locations for team meetings and school visits
  • Adept problem-solving skills, including using data to inform decisions and actions
  • Ability to effectively handle multiple situations simultaneously
  • Experience using Salesforce and Jira (creating tickets)
  • Bachelor’s degree preferred, but not required
  • Strong organizational, time and task management skills and the ability to move forward multiple projects in concert while meeting timelines, both independently and as a member of the team
  • Experience managing relationships with third-party resources and vendors
  • Minimum of 4 years’ related business operations, technical support, and customer service experience required
  • A passion for supporting educational and career opportunities for millions of students

About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
  • We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
  • We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations
  • We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)
  • We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
  • We are motivated to positively impact the educational and career trajectories of millions of students a year
  • We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard

About Our Benefits and Compensation
College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
  • We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.
  • Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process.
  • We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $52,000 to $90,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
  • Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more.
As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive!

About College Board
College Board is a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, College Board was created to expand access to higher education. Today, the membership association is made up of over 6,000 of the world’s leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, College Board helps more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT®, the Advanced Placement® Program, and BigFuture®. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

EEOC statement
College Board is proud to be an equal opportunity employer. We’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

#LI-LinkedIn
#LI-Remote
#LI-MR1