MTSS Application Support Specialist

Description

Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours.

To provide Synergy MTSS support to all Edupoint customers.

As an MTSS Application Support Specialist at Edupoint, your primary role is to provide support for all aspects of MTSS (Multi-Tiered System of Supports) implementation, training, development, and ongoing client needs. You will assist customers with the scheduling of implementation events, enter district-specific configurations into the MTSS module, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings.

During the implementation phase, the MTSS Application Support Specialist will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead virtual meetings and trainings to support customers throughout the implementation and post-implementation phases.

In addition to customer support, MTSS Application Support Specialist will provide internal support for staff professional development training and guidance. Additionally, will contribute to product development efforts by completing Edupoint Quality Assurance tests to ensure that product releases meet or exceed quality standards.

As an MTSS Application Support Specialist, it is important to adhere to and promote all Edupoint guidelines to ensure consistency and quality in the support provided to customers.

Overall, the role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to staff professional development and product development efforts.

• Provide support to MTSS team which includes:
• Timely communication with customers
• Record & track meeting notes and events
• Schedule and organize implementation events
• Configure the MTSS module setup according to district decisions
• Lead Implementation virtual meetings
• Provide MTSS support for post-implementation clients
• Provide virtual training
• Collect customer information and analyze customer needs
• Build sustainable relationships of trust through open and interactive communication
• Greet customers warmly and ascertain problem or reason for calling
• Work closely with the Synergy MTSS team to schedule implementation events and report customer satisfaction
• Work with MTSS Team and the clients to review and modify the product setup according to client needs
• Answer incoming email/phone questions from implementation customers regarding MTSS
• Attend and record project meetings with implementation and post-implementation MTSS customers
• Create specialized documentation for each customer
• Maintain competency in all areas of the application as new features are added
• Participate in the creation and maintenance of documentation and materials
• Accurately document customer interactions and publish this documents for review by the Management Team
• Lead or assist in module presentations during Edupoint Users Conference
• Plan and present virtual MTSS Webinars
• Write and execute functional and regression tests and required release documentation
• Track defects and coordinate defect/issue resolution
• Ensure QA defined policies and procedures are followed on an ongoing basis
• Retain and demonstrate application knowledge in assigned product area
• Other duties as assigned

• K-12 education knowledge preferred
• Knowledge of student information systems, electronic grade books, instructional management systems, assessment systems a plus
• Strong technical background and experience with Google, Office Suite, Camtasia and video editing skills are a plus
• Synergy Instructional Application knowledge preferred

• Excellent listening, communication, phone, & email skills
• Excellent verbal and written communication skills required
• Must possess a positive attitude, patience, focus & conflict-resolution skills
• Must be people oriented and possess organizational and problem solving skills
• Must be flexible and able to perform a variety of duties and multi-task
• Must have strong attention to…