As an Onboarding and Support Consultant with Amplified IT, you’ll use your technical know-how, empathy, strong written and verbal communication skills, task management prowess, and strategic thinking chops to run a first-rate helpdesk and produce content that ensures our customers (typically school IT staff) get great value out of their Amplified Labs tools.

You’ll work from our main Norfolk, VA location, where you’ll collaborate closely with our Customer Success Manager, our Marketing lead, and our product development team to ensure that customer support issues and feature requests are advocated for, problems are escalated appropriately, and documentation and support content are on point. You’ll handle customer tickets with cheer and clarity in your written word, and you’ll have frequent video calls where you’ll use your charm and wits to assist customers in getting up and running, and your analytic mind to parse the technical details of troubleshooting tasks. When bugs arise and need escalation, you’ll aim to think two steps ahead and provide all relevant details to our engineers in a clear and reproducible manner. When new product releases are on deck, you’ll roll up your sleeves and help with QA and documentation tasks.

As a Google for Education Premier Partner and winner of the 2017 Google Cloud Global Partner Award for Customer Success in Google for Education, Amplified IT’s significant impact in education -- we currently work with over 4000 districts, including 9 of the 15 largest in North America -- can be attributed to our unique approach to educational technology consulting. We focus on empowering school IT staff through knowledge transfer, and on practicing deep empathy for the unique technical and human challenges faced by schools when we bring tools and services to market.

Responsibilities:

  • Collaborate closely with our Norfolk, VA based Labs Sales and Customer Success Lead
  • Anticipate and pre-empt the support needs of Amplified Labs tool users via great documentation and video content
  • Respond & react to the support needs of Labs users via an efficient and continuously-improving helpdesk system
  • Help produce content that broadens the market reach of Amplified Labs

Requirements:

  • Bachelor’s degree or higher or equivalent experience
  • Administrative experience with G Suite, ideally in an educational setting
  • At least 1 year of professional IT support, product QA, or technology management experience of some kind
  • Strong written and spoken English
  • Independent problem solving skills
  • Ability to communicate technical concepts to others
  • Background, interest or affinity for education
  • Experience with video content creation preferred, but not required



Benefits

  • Salary range $40-60K, based on experience
  • Matching 4% 401K
  • Great Health and Dental Plan
  • Flexible working environment
  • Opportunity to join dynamic, fast growth-stage company