Technology Success Specialist

Organizational Summary

Tools of the Mind is a research-based early childhood program that embeds development of executive functions and self-regulation into the design of all teaching and learning, leveraging make-believe play and a classroom culture of co-regulation & peer scaffolding to build the foundational skills children need to be successful in school and life.

Mission: To help all children learn and develop to their full potential by applying developmental theory-based principles of learning to early childhood education.

Vision: Our vision is to empower teachers with the understandings and tools they need to create positive classroom cultures, facilitate intentional, playful learning and support the development of self-regulated learners who achieve to their full potentials – closing the achievement gap for low income, minority and DLL students.

Job Summary

At Tools of the Mind, we pride ourselves with our careful and intentional design and approach to technology to create positive impacts for children and teachers. We have developed the Tools Integrated Learning System, which leverages cutting edge technology, infused with the latest neuroscience research, to amplify Tools’ impact on children’s early reading outcomes. Tools Integrated Learning System currently encompasses an online web portal and tablet apps that teachers, school-district administrators, and families can access.

As the Technology Success Specialist, you are the point person to support implementation of the Tools Integrated Learning System (currently includes two iPad applications, with additional platforms and features to come) in classrooms and at-home, by interfacing and collaborating with school-district administrators, IT staff, teachers, and Tools staff. You set up user and staff subscription to the Learning System, monitor usage, respond and reach out to solve problems for users and staff when they hit challenges in a way that builds long-term relationships with our users.

This position plays a key role to ensure that the Integrated Learning System runs smoothly and easily for all users, is used to its maximal potential, and that we’re exceeding teachers and administrators’ expectations with our outstanding user support.

Essential Job Functions

• Support onboarding and tracking of new partners and staff for Tools Integrated Learning System and eLearning platforms including setting up and tracking accounts, supporting users with learning how to navigate and access during on-boarding and throughout their use cycle, and troubleshooting issues as needed;

• Interface, coordinate & collaborate with school-district administrators, IT staff, and teachers to set-up and implement Tools Integrated Learning Systems, in a way that meets each school-districts’ unique needs and contributes to deepening Tools’ positive partnership with school-districts;

• Respond to incoming inquiries from Tools partners and staff to efficiently to troubleshoot, identify, and share solutions to issues raised by users and staff, escalating issues as necessary;

• Develop, coordinate, and implement outreach strategies that proactively communicate and deepen optimal product usage, such as through Constant Contact campaigns, flyers, or guidelines for multiple audiences;

• Support and collaborate with Tools’ multifunctional team to analyze usage data and trends, user feedback, develop and implement strategies that address implementation gaps and improve overall user experience;

• Administer the Tools Integrated Learning Systems privacy policy and data security practices by serving as first point of contact on questions related to data privacy and policy, coordinating annual trainings, and updating the policies as required;

• Support with Tools’ virtual trainings to ensure delivery goes smoothly, and troubleshoot technical issues and problem solve as needed;

• Complies with all deadlines;

• Abides by travel and personnel policies;

• Abides by Tools of the Mind Child Safeguarding Policies;

• Performs other duties as assigned.

Special Requirements

• Must maintain a home office and be familiar and comfortable with using a Macintosh computer and iPad;

• Must be able to work flexible hours to accommodate occasional early and late meetings while coordinating with our virtual team members in different time zones and able to meet deadlines;

• Ability to travel for periodic in-person meetings.

Qualifications

• A BA or BS degree, or higher;

•  2 – 5 years experience delivering top-notch customer experience -- you’re personable, listen well, and empathetic. You save the day by quickly identifying user needs, clarifying information, researching issues, and providing solutions in a way that builds human rapport with teachers, administrators, IT staff, and more. You have unconditional, positive regard and respect for technology users with wide ranges of experience and expertise, and hold a commitment to make every user who encounters challenges feel supported and empowered. You’ll provide customer service and product support via email and occasionally over the phone, and escalate issues as needed;

•  Self-starter with a can-do attitude, proactiveness & resourcefulness -- you’re creative at coming up with resourceful solutions that feel easy, and that embody compassion and genuine determination to put others at ease. You organize resources, establish priorities, meet deadlines, and reliably follow-up to tie up any loose ends without any reminders;

•  Outstanding verbal and written communication skills -- you’re detail-oriented, have a knack for communicating a wide range of information that’s easy to understand for multiple audiences -- technical and non-technical;

•  Tech-savviness and proficiency with a range of software programs -- while deep technical knowledge is not required, you’re adept with technology, quick to learn new technologies, and comfortable troubleshooting basic computer and tablet problems and coming up with solutions;

• Ability to gather and analyze statistical data and to generate reports;

• Familiarity with WordPress, Salesforce, G Suite, Adobe suite products including InDesign desirable;

• Experience with online learning technologies such as Seesaw, Google Classroom, Canvas, Bloomz is a plus;

• Experience working with a virtual team is preferred;

• Fluency in Spanish is preferred.

Tools of the Mind is an Equal Opportunity Educational Institution/Equal Opportunity Employer. We encourage candidates of all backgrounds to apply for this position.