What You’ll Do
As a Learning Portal Support Associate, you will provide essential technical and operational support for the implementation, updating, and administration of our Learning Management System, Blackboard. We are looking for someone who is organized, has strong communication skills (both spoken and written), and can thrive in a fast-paced environment while patiently explaining technical issues to end-users in plain language.
Specific Responsibilities
- Technical Assistance: Receive, prioritize, document, and actively resolve Tier 1 technical issues for staff and learners, including investigating, analyzing, and resolving problems related to Blackboard.
- Support Requests: Receive, prioritize, and assign Tier 2+ support requests.
- Customer Service: Deliver high-quality customer service while troubleshooting issues with staff.
- Knowledge Development: Develop and maintain a thorough understanding of Blackboard standards, policies, and procedures.
- Administration Support: Support the administration of Blackboard by coordinating course management, course archiving, portal functions, user roles, and user permissions.
What You Bring
We seek individuals who have diverse backgrounds and experiences, are inspired by our mission, and are highly motivated to change children’s lives through education. You’ll thrive here if you learn from failure, overcome adversity, cultivate strong relationships, understand the power of diversity, advocate for equity, aspire to lead through inclusion, and push yourself, your work, and those around you to the next level.
Our Expectations
- Passion for Technology: You enjoy staying at the forefront of new technologies and improving processes and systems.
- Problem-Solving Skills: You can quickly identify challenges, analyze root causes, and propose solutions to help staff and learners.
- Customer Support: You’ll regularly interact with end-users and staff, providing high levels of customer service with clear and concise communication.
- Proactive Attitude: You’re eager to contribute and learn, providing solutions even before issues are recognized and continuously improving processes.
Qualifications
- Critical Skills: Critical thinking, problem-solving, attention to detail, and organizational skills.
- LMS Experience: Solid understanding and troubleshooting experience with learning management systems, with a strong preference for Blackboard experience.
- Multitasking Ability: Ability to prioritize and manage multiple responsibilities simultaneously.
- Effective Communication: Ability to communicate well, facilitate discussion, resolve problems, and understand customer needs.
- Remote Work Capability: Ability to productively work from home with a high degree of accountability.
- Experience: 2+ years of experience with learning management systems and customer service/end-user support. Experience with technical support/ticketing systems like JIRA, JSM, or Zendesk is strongly preferred.
What We Offer
- Compensation: $19.62/hr-$29.42/hr based on experience.
- Professional Environment: A motivated team of dynamic colleagues, a collegial atmosphere that values professional development and valuable feedback.
- Impact: The chance to influence the direction of a growing, mission-driven company committed to the success of our nation’s children.
Time Commitment
- Hours: Expected to fluctuate between 5-10 hours per week throughout the year, with a greater need for support during online coursework enrollment periods.
- Flexibility: Hours are flexible, but at least 50% need to be during TNTP business hours (8am-6pm ET). A specific schedule will be set collaboratively between you and your manager.
To Apply
Apply as soon as possible. We recommend including a cover letter in your application, explaining why you are interested in TNTP and how your experience has prepared you for this position.
Contact our HR Team at Peopleandculture@teachersoftomorrow.org or call 713-458-1662 for assistance with your application.
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