Services Support Specialist

Title of the position : Services Support Specialist

Department : Client Services

Reports to : Professional Services Manager

Type of Position : PB-PTE Hours per Week : 20 Pay : Hourly

Role Overview

Teachstone seeks a Services Support Specialist who will work closely with the Professional Services Manager to support quality assurance with our certification programs by providing reliability support and MMCI video review.

The specialist plays a critical role in providing timely support and feedback to clients in the certification process. The ideal candidate is a detail-oriented, adept communicator, and a strong collaborator motivated to gain deep knowledge of Teachstone's certification programs and those who use Teachstone's certification programs to achieve CLASS impact.

Company Overview

Teachstone was founded in 2008 to deliver the Classroom Assessment Scoring System (CLASS) nationwide and around the globe.

Developed through years of research, the CLASS observation tool measures the interactions between teachers and children, which have been shown to drive learning and lifelong achievement.

Teachstone helps organizations conduct classroom observations and provides professional development so that teachers improve and children learn more.

Our online subscription service, myTeachstone, simplifies CLASS implementation by combining observation data with a robust library of CLASS resources and professional development.

At Teachstone, everything we do is about improving the ways teachers interact with their students. We train coaches and observers, build and deliver online support programs, design professional development - all of it grounded in one proven fact : the interactions teachers have with students have a lasting impact on their academic and developmental success.

By helping educators describe, measure and improve their interactions and relationships with students, Teachstone is transforming education nationwide, one interaction at a time.

Role Description

• Monitor Professional Services Support Queues to assist with prompt response times.
• Communicates in an effective, timely, and supportive manner to clients and can coach them toward reliability and certification
• Collaborates with internal Teachstone teams when technical issues impact a client's ability to progress forward in the certification process.
• Ability to support clients through email communication, one-on-one calls, or small group calls.
• Create support for clients including pre-recording videos, webinars, or blog posts.
• Monitors, collects, and communicates metrics that contribute to program success and identify trends.
• Collaborate with the Professional Services Manager to use metrics to regularly identify areas of improvement and execute data-informed strategies to strengthen the program.
• Maintain and build an in-depth knowledge of Teachstone's line of products and services
• Deliver Teachstone training programs and services as needed
• Other duties as assigned by leadership to support Teachstone as the organization grows.

You Bring

• BA, BS, or equivalent combination of education and experience
• 5 years of related professional experience
• Excellent written and verbal communication skills
• Experience using (or ability to quickly pick-up) use of technology, including Google applications, Asana, Salesforce, Survey Monkey, and video and multimedia presentation tools
• Experience and comfort working in a high-growth organization and enthusiasm for a fast-paced, collaborative environment
• Values-driven
• CLASS Observer Certification for at least two age levels with the willingness to add additional age levels with the ability to deliver Observation Training
• Willingness to onboard and deliver CLASS Coach Certification Training
• Open to occasional travel, up 30%

Preferred Qualifications

• CLASS Coach Certification
• CLASS Observer Certification in several age levels
• Experience providing support with Practice-based coaching models
• Knowledge of current trends in education, particularly early childhood education

Teachstone is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions or related medical conditions), sexual orientation, gender identity, gender expression, parental status, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity or other applicable legally protected characteristics.

We may use your information in aggregate to evaluate our diversity, equity and inclusion efforts.Teachstone is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you need assistance or an accommodation due to disability, you may contact us at accommodations@teachstone.com. We are dedicated to fostering an inclusive and diverse environment.

Last updated : 2024-05-21