Technical Support Specialist, AP Classroom User Support

Technical Support Specialist, AP Classroom User Support

Job Description

College Board –OCEO

Location:

This is a remote role. Candidates who live near CB offices have theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). All CB employeesare required tooccasionally travel to meet in person for business purposes.

Role Type :

This is a full-time position

About the Team

Since its 2019 launch, AP Classroom, the instructional support platform for AP teachers and students, has become the most popular LMS in US High Schools, annually serving 180,000+ teachers and 3.5M+ students at 17,000+ schools. During the academic year, students and teachers visit AP Classroom over 1M times per day. It offers 40+ courses (andgrowing!). The data generated by AP Classroom provides the AP Program with tremendous insight into how American students learn: what they know and can do, where they struggle, and what they need to succeed.   

About the Opportunity

The AP Program is conducting a search for a Technical Support Specialist, AP Classroom User Support.You'llbe the first line of defense for students, teachers, and administrators, distinguishing user errors from technical bugs and making sure every customer getsa timely,accurateresponse. AP Classroom releasesupdatesevery two weeks, so staying current is part of the job. Youraccurateissue-tagging also feeds product reporting on user friction, feature improvements, and prioritization, so every case you handle carries weight beyond the individual customer.

Come join us in our mission to connect students to college success and opportunity. The AP Program lets students tackle college level work while still in high school, whether online or in the classroom, and through AP Exams, they can earn college credit and placement.

In this role, you will:

Interact with customers/end users on case management (75%)

Case managementandexternal communications

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Review and triage incoming support requests from students,teachersand school administrators in Salesforce (daily). Primary sources of user inquiries

Help Form within AP Classroom (which generates cases)

Escalated cases from College Board general customer support (e.g., calls from users requesting help with AP Classroom)

Submissions via Help articles

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Review, update, and tag cases appropriately with issue descriptors and record interactions/activity tomaintainaccuratedata for each case and overall case management reporting.

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Develop andmaintaingood knowledge of the AP Classroom features and higher-level understanding of the platform (updates are released every two weeks) to provide the most up-to-date information to the customer.

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Requestadditionalinformation from customers when needed.

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Provideaccurateand complete responses to the customer inquiry via email,utilizingemail templates when relevant.

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Use customer-provided information and knowledge of feature behaviors to investigate reported issues/concernsin order toprovide resolution or process a bug or enhancement request.

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Manage case statuses, respond to/follow-up with customersin a timely mannerfor Functional (How To) andTechnicalissues (those that are associated with a bug issue/Jira ticket).

Interact with internal people to address or manage escalations (to development, product, content teams) (25%)

Escalating issues & internal communication

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Communicate with Product team members via the Slack support channel when there are site-wide or larger issues that need immediate attention.

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Create a Jira ticket for a reported or discovered bug or an enhancement request whenappropriate.

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Follow bug/enhancement escalation instructions to provide detailed information to the development team so the issue can be investigated/groomed quickly.

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For bugs,monitorand follow up with customers/update case status once the issue is resolved.

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Escalate course content inquiries to the curriculum domain experts for evaluation.

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