Technical Support Specialist

Technical Support Specialist
Fairfax, VA
Pay From: $80,000 per year

MUST:
Experienced Technical Support Specialist
3+ years of experience in customer success, client support, training, education technology, safety operations, or a related customer-facing role
Strong relationship building and communication skills with the ability to engage effectively with both technical and non-technical audiences
Experience delivering training, presentations, or staff enablement programs preferred
Ability to manage multiple priorities and work independently in a field-based environment
Strong organizational skills and attention to detail
Comfortable using technology platforms and learning new systems quickly
Experience working in K–12 education, school safety, SaaS, or operational support environments is preferred
Valid driver’s license and willingness to travel regularly throughout the assigned district territory
Customer first mindset with strong consultative and partnership skills
Ability to identify operational gaps and recommend practical solutions
Strong facilitation and presentation abilities
Proactive, collaborative, and adaptable approach to supporting customer needs
Comfortable balancing relationship management with light technical coordination and issue escalation
Ability to travel regularly between school and district sites
Ability to transport training materials and equipment weighing up to 30 lbs., including carrying, lifting, and moving equipment between school and district locations as needed
Ability to work onsite within active school environments

DUTIES:
Serve as the district’s primary operational liaison and trusted advisor for clients safety solutions
Build strong relationships with district and school stakeholders to support long-term partnership success
Provide guidance on safety operations, system usage, adoption strategies, and best practices
Partner with district leadership to support continuous improvement of safety initiatives and operational processes
Support district preparedness efforts, including onsite support during reunification events or other safety related activities
Conduct regular onsite visits to district campuses and facilities
Monitor overall system health and identify opportunities to improve operational effectiveness and user experience
Review outstanding support items and coordinate follow-up with internal teams when necessary
Perform routine inspections and functionality checks of badges, gateways, beacons, and related devices, including work that will require climbing ladders and accessing equipment mounted in elevated locations
Provide weekly visit summaries outlining activities, observations, recommendations, and next steps
Deliver engaging onsite and virtual training sessions for school and district personnel
Conduct Lunch & Learn sessions and ongoing educational opportunities to reinforce best practices and product utilization
Support onboarding and training for new staff members using client systems
Collaborate with district leadership to align training initiatives with professional development schedules and operational goals
Act as a knowledgeable resource for schools on day-to-day system usage and workflows
Train designated campus personnel on badge replacement procedures and operational processes
Support schools in maintaining badge inventory and replacement readiness
Promote standardized processes and consistency across district campuses
Assist school staff with operational questions and escalations related to client solutions
Partner with internal Client Success, Support, Product, and Implementation teams to advocate for customer needs
Communicate customer feedback, operational trends, and improvement opportunities to internal stakeholders
Help ensure a positive customer experience through proactive communication and follow-through Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. “Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act“.