Product Support Specialist [Remote, FT]

School Success · Osage, Iowa
Department School Success
Employment Type FTE
Minimum Experience Experienced
Compensation Compensation is commensurate with education and experience.

Product Support Specialist | The Profession | [Remote, FT]


We are looking to expand our School Success team by hiring a problem-solving, tech savvy troubleshooting, smile-inducing product support specialist. Is that you?

AOEU is a revolutionary institution that was created to support art teachers no matter what level of expertise they have and the depth of learning they need. How do we do it? Through our fully online university, standards-aligned curriculum platform, and various professional development modals - weekly magazine, conferences, personalized learning platform, courses, and social media content.

You are the person we need if you find joy in helping individuals find solutions to their problems. You will be working with teachers and internal company stakeholders as they navigate AOEU’s online platforms as well as many other applications. While troubleshooting individual issues, you will need to have both a training heart to help those who can’t figure it out and a clever mind to know when issues are systemic and need a deeper diagnosis. 


School Success | What We Believe |

Our team is unique. We hold ourselves to a different standard. 

  • We are warm, inviting, and non-intimidating. We have the privilege of training educators and the reward of experiencing their passion for art.
  • We embody joy. We support the voice of the teacher and bear the responsibility of celebrating each success story and understanding each concern.
  • We are confident experts, but not arrogant. We take pride in mastering our products and services and by knowing our customers personally.

WHAT WE BELIEVE

  • We believe our purpose is to help art leaders find success in their roles, even if the solution is beyond our platform/offerings.
  • We believe relationships must start strong to stay strong.
  • We believe every interaction we have should add genuine value to our customers
  • We believe regular, intentional cadences are essential to ensure no relationship goes stale.
  • We believe we are here to inspire both the ambitious and atrophied teachers by equipping them with resources and stories that inspire.


The Art of Education University | Who We Are | 


THE STORY

AOEU is an innovative and fast-growing institution of higher education serving art teachers around the world. In 2019, we became the first homegrown graduate university in the state of Iowa in 50 years and the world’s first “university for life,” serving art educators throughout an entire lifetime of learning.


The Art of Education University serves tens of thousands of students, readers, and customers around the U.S. and in over 40 countries. Our Magazine is read more than 800,000 times each month, our events are attended by over 4,000 art educators annually, and we serve over 2,000 graduate students each year. 


CULTURE

Our culture is at the heart of our success as an institution. We approach each day with our pillars as guiding principles: Abundance Mentality, Adult Culture, Communication, Lifelong Learning, Ownership, Pace and Change, Pro-Business, Truth-Seeking, and Whole Person. We believe that your success is our success.  You will always know where you stand and will be challenged to continuously grow and stretch yourself.


https://theartofeducation.edu/about/work-with-aoe/


LEARN MOREwww.theartofeducation.edu 


The Details | Product Support Specialist | 


Essential Functions

Customer Engagement

  • Respond to customer needs and inquiries in a timely manner and seek an empowering resolution.
  • Work with customers as they navigate our website and products, and troubleshoot problems they encounter along the way. 
  • Support various avenues of inbound customer requests - email, live chat, phone, and support tickets.
  • Recommend potential products or services to customers that may best meet their needs.
  • Assist with purchases/subscriptions.
  • Stay apprised of institutional promotions, events, and marketing efforts.

Product Support

  • Receive and support escalated technical issues from customer-facing teams.
  • Perform root cause analysis on reported technical issues, which includes grouping reported issues into similar behaviors and/or user characteristics to expedite issue resolution in engineering. 
  • Communicate with and support customers with technical troubleshooting and product questions.
  • Be a bridge between the customer-facing team and product teams - ensuring both teams’ priorities are achieved while elevating our customer's experience.
  • Manage the incoming reporting of technical bugs and communicate updates to the internal team and to the customer when appropriate.
  • Capture and document enhancements to our processes, website, and products that can improve the customer experience.
  • Authoring of knowledge base articles.


Knowledge, Skills, and Abilities

  • Ability to abide by the AOEU Pillars - Adult Culture, Ownership, Pace and Change, Abundance Mentality, Lifelong Learner, Pro Business, Whole Person, Communication, and Truth-Seeking.
  • Must be a part nerd. We need you to love learning new technology and finding ways to both enhance it and break it so our customers don’t.
  • Able to prioritize effectively as new tasks come your way in a fast-paced environment.
  • Knowledge of or ability to empathize with the world of art education.
  • Able to work remotely.



Work Environment

The duties of this position are typical of those performed in a home office setting with normal ranges of temperature.  The majority of tasks will be performed while sitting at a desk.


PHYSICAL REQUIREMENTS

  • Position requires considerable concentration and focus throughout the day.
  • Ability to sit for extended periods of time
  • Ability to lift items such as laptops, monitors, and the like.
  • When traveling: 
    • The ability to lift or push your suitcase.
    • Ability to carry/lift up to 25-50 lbs of presentation materials for customers or for conference presentations, etc.


VISUAL & TACTILE REQUIREMENTS

  • Ability to view computer screens for significant periods of time.  The Art of Education University is an online university.  Therefore 95-98% of one’s time will be on or using technology.
  • Ability to use a laptop keyboard with accuracy.
  • Ability to hear at normal levels and through electronic devices such as laptops, earbuds, phones, and the like.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


Position Requirements


EDUCATION

  •  Minimum of a Bachelor’s degree is preferred.

EXPERIENCE

  • Technical support background strongly preferred
  • K-12 background strongly preferred
  • Experience using WordPress, HubSpot, Google Apps is strongly preferred.


Compensation and Benefits


POSITION DETAILS

Structured as a full-time exempt position.  Compensation is commensurate with education and experience.  Payroll is issued on a semi-monthly basis paid on the 15th and last day of each month.  


BENEFITS AVAILABLE

  • Health, dental, and vision plan with 100% premium coverage for individual employees. And up to 70% contribution for other coverage options, with no waiting period (1st month after hire).  
  • 401K plan with 4% match, no waiting or vesting period.
  • Unlimited self-managed PTO plus 10 paid holidays
  • Coworking space or home office equipment stipend
  • Fully remote, flexible schedule
  • 8-weeks paid parental leave
  • Lifelong Learning Fund for professional development and educational reimbursement 
  • Personalized leadership coaching with a certified trainer 


For additional information surrounding our offered benefits, visit our website.


Timeline


THE PROCESS

Persons interested in applying should complete the application form linked below.  Applicants are required to submit a short 1-3 minute video explaining why they would like to be considered for the position and why they are uniquely qualified.  Failure to submit a video will automatically eliminate you from the application process.


Candidates who make it to Round 2 of the application process will be required to complete a packet for review, prior to their scheduled interview time.  


Finalists will have one final culture interview with a member of the Sr. Leadership Team.


All applicants and candidates will be notified of the status of their applications.


THE TIMELINE

  • Interested applicants should complete the application and upload a current resume as soon as possible. 
  • Candidates selected for an interview will be notified as applications are submitted.
  • Anticipated position start date: November 2021.


How to Apply | This Is Me ? | 


image



The Art of Education University is committed to providing equal employment opportunities for all employees and all applicants for employment. The Art of Education University will not discriminate against employees or applicants on the basis of actual or perceived age, race, color, national origin/ethnicity, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Art of Education University is a participant of E-Verify.

Thank You

Your application was submitted successfully.

  • Location
    Osage, Iowa
  • Department
    School Success
  • Employment Type
    FTE
  • Minimum Experience
    Experienced
  • Compensation
    Compensation is commensurate with education and experience.