End-User Support Specialist - Special Education / TN Pulse

JOB TITLE: End-User Support Specialist
JOB LOCATION: Nashville, TN
WAGE RANGE*: $30-$35
JOB NUMBER: JR101759

JOB DESCRIPTION:
The TN Support & Training Lead is responsible for providing advanced enduser support and leading statewide training efforts for TN PULSE, Tennessee's Special Education technology platform built on PCG's EDPlan. This role serves as a subject matter expert in how districts and school-level staff use TN PULSE, supporting issue resolution, communicating with end users through Zendesk, identifying system and workflow challenges, and partnering closely with the TDOE client and internal PCG teams to improve user experience and system adoption.

This role focuses on deep user understanding, highquality support, and effective communication between end users, TDOE, and PCG teams. The role is based in the Metro Nashville area and requires inoffice presence two days per week, along with leading inperson trainings across the state as needed.

Key Responsibilities

End User Support (Tier 2 and Tier 3)

• Serve as a primary PCG point of contact for end user support in TN PULSE through Zendesk
• Effectively identify system defects by troubleshooting in the system and reviewing technical documentation. Clearly document issues, steps to recreate the issue, and impact for escalation of issues to Product and Development teams. Partner with internal teams to track progress of escalated issues and communicate updates to users.
• Identify trends, recurring issues, and user pain points from support interactions
• Ensure accurate, timely, and professional communication with districts and state partners
• Provide end user support for other clients in the region as needed based on capacity and regional priorities

Training Leadership

• Serve as the training lead for Tennessee, partnering closely with TDOE, district leadership, and the PCG TN State Manager on training strategy and planning
• Plan, schedule, and deliver statewide TN PULSE trainings (virtual and inperson) to meet state contract requirements
• Plan, schedule, and deliver district and school-level supplemental trainings purchased by districts
• Coordinate across PCG teams to support consistent delivery of trainings including those provided for add-on services
• Develop and maintain up-to-date training content, including presentations, scripts, end user guides, and recorded materials
• Ensure training efforts support consistent system usage and successful adoption across the state
• Provide support for delivering trainings and end user materials for other clients in the region as needed

System Expertise & User Advocacy

• Develop deep expertise in how end users interact with TN PULSE across IEP, 504, ILP, ILP-D, Student Success Plan, Transportation, and additional products as assigned
• Act as a user advocate by translating realworld usage challenges into clear recommendations for system improvement
• Collaborate with Product and Client Management teams to share insights on usability, workflow alignment, and training gaps
• Support product readiness by supporting User Acceptance Testing, validating that new features or updates are understandable from an enduser perspective
• Help communicate best practices for system usage in alignment with TDOE policy and guidance

Client Partnership and CrossFunctional Collaboration

• Partner closely with TDOE, Client Management, and Program teams to support statewide priorities
• Participate in client meetings as needed to provide support insights, training guidance, and user context
• Collaborate with Product, Development, and Data teams to support issue resolution and continuous improvement
• Contribute to improvements in support workflows, documentation, and training approaches across the region
• Support a culture of collaboration, continuous learning, and operational excellence

Policy and Compliance Knowledge

• Maintain working knowledge of Special Education, English Learner, ILP-D, and 504 processes and compliance in TN
• Understand how federal and state policy and procedural requirements translate into system usage expectations
• Support districts and the state by reinforcing consistent, compliant system usage through support and training

Minimum Qualifications and Expectations

• Experience supporting end users in a complex software system, ideally within Special Education or K12 education
• Demonstrated experience providing Tier 2 and/or Tier 3 enduser support
• Strong training facilitation skills, including planning, content development, and delivery
• Comfort presenting to large and diverse audiences in a variety of delivery models
• Excellent communication and documentation skills
• Ability to analyze user issues, identify patterns, and explain complex concepts clearly
• Strong self-driven organizational and timemanagement skills with the ability to balance multiple priorities

Preferred Additional Qualifications

• Experience supporting or using TN PULSE, EDPlan, or similar Special Education technology systems
• Experience working with Zendesk or a comparable ticketing/support platform
• Familiarity with SDLC processes
• Experience with configuration, testing, and technical documentation of technology products
• Experience partnering with state education agencies or large statewide clients

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

#Dice

Salary : $30 - $35