Jun 29, 2023 - Amira Learning is hiring a remote Rostering Support Specialist. 📍Location: USA.
Rostering Support Specialist
REMOTE (US ONLY) / CUSTOMER SUCCESS / FULL-TIME
About Amira Learning:
Amira's mission is to reinvent the way kids learn to read. At Amira, you will use the power of relationship- building and problem-solving to help every child become a reader. You will join an expert team that has built some of the most successful and widely used applications in U.S. schools. You will help deploy the next generation of AI-powered software in the classroom. You will be focused on the tip of the spear for our mission: ensuring that students, teachers, and leaders can access and use Amira.
Amira was created at Carnegie Mellon University. The first AI-powered tutor, Amira is able to listen to young children read out loud, assess their mastery and deliver 1:1 personalized tutoring. Google and Amazon are investors and partners. Already working with more than 2 million students and in 900 districts, Amira is accelerating reading mastery for all students learning to read.
We're looking for someone who is ready to join a fast-paced, fast-growing startup. Amira is a unique opportunity to do good and to do well.
Who you are:
You are the critical link getting customers rostered to use the Amira software successfully. You will manage, and contextualize a broad range of customer rostering requests, and issues and prioritize actions. You use technical skills to debug and troubleshoot customer issues, and can own driving issues to resolution or decisions. You work directly with customers as well as provide guidance to teammates responding to customer needs. You will work with the rest of the Amira organization to uncover new ways to improve our product and processes and make Amira the tool all students use to become readers.
What you'll do:
• Work directly with District and School leadership to roster Admins, Teachers, and Students to utilize Amira throughout the school year. This includes international rostering, tutoring programs, and summer school use.
• Implement Single Sign-on (SSO) within the rostering process for Districts and Schools throughout the US and internationally.
• Collaborate with management to build processes and best practices around rostering, taking Amira into the next phase of a growing start up.
• Serve as back up support to resolve trouble tickets, including identification of cause and issue resolution
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Provide well thought-out direction to help customers deploy and maintain Amira products
• Author and review knowledge base content to promote support scalability and improve self-service capabilities
What You'll Need to Succeed:
• 3-5+ years' experience in customer support or a related customer-facing role, particularly in EdTech
• 2+ years' experience with SSO and rostering implementation in K-12 US schools
• Experience supporting SaaS applications, education assessment technology products a plus
• Experience in developing and debugging software and data issues
• Passion for solving customer issues and advocating for their success
• Ability to provide stellar customer service in multiple forms (written, conference calls, in-person)
• Flexible approach, able to operate effectively with uncertainty and change
• This is an execution-oriented role with a reasonable amount of routine work and long hours
• Customer-facing hours are roughly 9am-6pm Central Time
What Amira offers
• Competitive salary (60K-75K)
• Large company-level benefits
• Meaningful stock option ownership
• The opportunity to help children around the world reach their full potential
Amira Learning is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factors.
