Digital Support Specialist-Tier II

Job Title
Digital Support Specialist-Tier II
Job ID
Northampton,  MA
Other Location
Pioneer Valley Books is a leading publisher of award-winning literacy resources. We are committed to providing quality books and digital tools for children learning to read and resources that support educators in their work. Our customers passionately love our products, and our company is rapidly growing.

We are in search of an experienced Digital Support Specialist-Tier II to provide technical support to prospective and current users of our Digital Reader (DR) software platform. The ideal candidate possesses a strong background in troubleshooting technical issues and a solid understanding of integrating technical software with existing platforms. This individual will be committed to building strong and successful support relationships with the teachers, schools, and districts that use this digital tool. 

At the end of the day, our main goal is to ensure that educators can effectively teach children how to read. Our job is to help everyone access the program, know how to use it, and become familiar with best practices. If you like helping people, you’ll be hard-pressed to find a day where you leave not feeling like you’ve truly made a difference.
  • Serves as primary contact for all student roster integration set-up and configuration; provides customers with import rosters, and coordinates import support to activate new accounts
  • Monitors incoming support-related tickets, assesses tickets, and resolves or reroutes as needed; logs support-related tickets into Jira
  • Tracks app error notifications; identifies STR for user-triggered bugs
  • Establishes a local development practice environment for testing; writes test-case scenarios and troubleshoots/corrects issues or escalates to development team as appropriate
  • Trains DR support team on new features; updates SOPs and Zendesk articles regarding emergent DR issues and updates
  • Actively problem-solves with customers to ensure as positive an experience as possible for users
  • Processes DR activations received as web orders and/or provides access as requested by CSR team
  • Communicates regularly with the Tech Support team on emerging technical issues, and resolves accordingly
  • Assesses efficiencies of the DR customer ordering process, and makes recommendations to supervisor for process improvements as needed ​​​
  • Receives incoming phone calls and emails related to the DR product and handles accordingly (answer questions, take orders, assist customers, pass call to correct person in company, etc.)
  • Provides quality assurance follow-up to DR customers
The ideal candidate will possess:
  • High school diploma or equivalent is required; bachelor's degree in a related field preferred, or equivalent combination of post high school education and related work experience
  • At least 3 years of technical customer service experience supporting software products or apps, plus understanding of educational needs as related to PVB product offerings
  • Technical writing skills (to support article writing)
  • Advanced Excel experience, including de-duping, data linking, and data cleaning
  • Knowledge and experience in software development workflow
  • Experience setting up and configuring dev environments
  • Familiarity with databases, especially MySQL and/or PostgreSQL
  • Programming language/experience an asset, especially if Ruby or Ruby on Rails.
  • Demonstrable working knowledge of digital tools and apps, especially if related to online learning or education
  • Other technical skills: CRM experience; Microsoft Word; proven QA/testing skill set
  • Excellent communication, time management, and organizational skills 
  • Works well within a team environment
  • Ability to juggle multiple projects and determine shifting priorities
  • Works well under pressure
  • Experience with educational technology (such as Clever, Seesaw, Schoology) will be considered an additional asset
Pioneer Valley Books’s office is located in Northampton, MA, and is temporarily closed due to COVID. This position is full-time remote at this time, with plans to transition to an on-site role in the future. However, we may consider continuing this role as remote or remote/in-person hybrid, depending on candidate qualifications and ability to effectively work remotely. We offer a competitive compensation and benefits package and a small, welcoming pet-friendly office environment. Please respond with a letter of interest and résumé (no phone calls, please). 

Pioneer Valley Books is an Equal Opportunity Employer and values diversity. M/F/D/V/SO


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