Product Support Specialist

| Greater Boston Area
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At Ellevation, we develop world-class software to help school districts and educators support the fastest growing population of K-12 students: English Learners (ELs). By combining great products, student data, and research on best practices, Ellevation helps school districts transform their EL programs and ensure all students can achieve their highest aspirations.

We are a fast-growing, mission-driven technology company, partnering with nearly 600 public school districts all across the country. We are well-capitalized, have a strong and growing team, and are continuously focused on how to build the best organization so that we can achieve our ambitious social and financial objectives.

This is where you come in…

We are looking for our next Support Specialist to join our growing Product Support team in our mission to provide top-notch support to our partners. We work closely with educators, administrators and the people working on the ground to help students succeed, approaching each interaction with the same level of care, integrity, and diplomacy. We go the extra mile to ensure that our partners are able to maximize their use of Ellevation in order to inform and improve their instruction of their ELL students.

Support Specialists are Ellevation product experts who listen, teach, communicate, problem-solve, and think critically. Frequently serving as the first line of contact, they assist users every step of the way. From evaluating data files to analyzing trends and feedback from our partners, the work of the Product Support Specialists translates into real value for thousands of users and Ellevation at large.

You will:

  • Timely handle inbound/outbound support requests by email and phone
  • Troubleshoot reported problems by users and provide guidance and resources
  • Maintain constant knowledge of Ellevation’s features and offerings
  • Communicate daily with teams as issues and requests arise

About you:

  • Teacher: You have the ability to utilize effective communication skills and maintain a friendly and professional tone, ensuring even complex issues are explained both clearly and concisely in a digestible manner for partners and colleagues alike. Even on tough days you can stay patient and keep the end goal in mind. You have a knack for storytelling and are able to highlight the important stuff to ensure a successful delivery every time.
  • Troubleshooter: You have a penchant for problem-solving and diagnosing the break in a chain. You're willing to spend time narrowing down possibilities to find the best solution and can read between the lines to discern perception from reality. You approach complicated situations with a critical eye and are invested in reaching resolutions. You are able to evaluate data files and adapt to new technology and software tools.
  • Self-learner: You are forever curious and are delighted by learning new things. You have a desire to continuously learn about Ellevation, technology, software products, service behaviors, and are always interesting in utilizing and developing your ability to adapt and stay organized in ambiguous environments.
  • Bonus Points: You have a passion for education and an interest in contributing to a mission centered on improving student outcomes. You have a genuine interest in technology, are tech-savvy, and have proven success in a customer support or related role.

Why Ellevation?

In addition to our great benefit plans and competitive salaries, here are some other perks that make us unique:

  • Great location in Boston - a stone’s throw from the Chauncy Street/Downtown Crossing T stop
  • Ability to make a significant impact in the education industry
  • Fun Fridays including virtual happy hours with our remote team
  • Free snacks, beverages, fruit, and we even compost!
  • On-site gym, game room and darts with cork boards behind them to support all levels of athleticism
  • Opportunity to join an open and collaborative work environment!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NET MVCLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • AureliaFrameworks
    • EntityFrameworks
    • ElasticsearchFrameworks
    • PostgreSQLDatabases
    • SQLDatabases
    • Google AnalyticsAnalytics
    • SplunkAnalytics
    • Insight SquaredAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • WistiaCRM
    • AskNicelyCRM
    • SlackCollaboration
    • ZoomCollaboration
    • TrelloProject Management
    • Google SuiteProject Management

Location

Collaborative workspace in the heart of Boston - a stone's throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided.

An Insider's view of Ellevation Education

What makes someone successful on your team?

Our success is built on two key elements-

Passion for our mission: We are passionate about helping our partners achieve great things with their students.

Listening and learning: With a wide range of partners, listening deeply helps us communicate with partners how our tools can meet their needs and provides a rich source of feedback for our team.

Ira

Partner Success Director

What are some social events your company does?

We have quarterly department offsites and an annual company-wide offsite. These are opportunities for us to work together in person, learn and brainstorm as a team, and generally, just hang out with each other in cool, new spots in Boston and throughout the US. Our last company trip to Denver was amazing!

Lillian

Technical Talent Acquisition Partner - Product & Engineering

What are Ellevation Education Perks + Benefits

Ellevation Education Benefits Overview

Ellevation offers an extensive benefits package including medical, dental, vision, life insurance, long & short-term disability, FSA, HSA, commuter benefits, 401(k), and more. Our team enjoys unlimited vacation days, flexible work hours, and work-from-home options. We have sit-to-stand desks and standing stations around the office as well as a kitchen/eating area stocked with snacks and coffee.

In addition to our great benefits and competitive salaries, here are some things that make us unique:
+ Mission-driven organization were team members are empowered to make a significant impact
+ Opportunities to join DEIB-focused groups and support building a culture of belonging
+ Professional development and growth opportunities
+ Company and team offsites in various cities across the United States
+ Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
+ Remote and in-person wellness programming to support team’s mental and physical wellbeing

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Employee awards
Flexible work schedule
Ellevation employees enjoy a flexible work schedule that allows them to take time when needed to attend to their personal needs and life demands.
Remote work program
Ellevation employees can work remotely as needed, pending their manager's discretion.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ellevation's FSA helps employees to set aside pretax dollars to use for healthcare and childcare expenses. Up to $2000 (annually) for healthcare and $5000 for dependent care.
Disability insurance
Short-Term: replaces 60% of pre-disability monthly earnings up to a max of $1000/week for up to 26 weeks. Long- Term: replaces 60% of pre-disability monthly earnings to a max of 7,500.
Dental insurance
Ellevation's dental plan covers 100% of the cost of preventative care, including x-rays.
Vision insurance
Ellevation's vision plan provides 100% coverage for annual eye exams. Frames and contacts are covered up to $130, prescription glasses are 40% off and non-prescription are 20% off.
Health insurance
Ellevation's provides 5 insurance plans with Cigna to cover everyone's needs: High, Mid and Low PPP, EPO and an HSA where Ellevation matches up to $1000 (individual) or $2000 (family) contributions.
Life insurance
Ellevation offers life insurance with flat $100,000 benefits. Voluntary Term Life Insurance is also available to all employees, their spouses, and children.
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Ellevation's 401(k) retirement plan matches 3% of an employee's earnings.
Company equity
Ellevation offers stock options to its employees.
Performance bonus
Ellevation offers a bonus plan to employees for meeting annual performance targets.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Ellevation offers 8 weeks of paid parental leave for the birth, adoption or fostering of a child.
Family medical leave
Ellevation offers up to 12 weeks of unpaid, job-protected FMLA. Learn more here: https://ellevationeducation.com/sites/default/files/uploads/pdfs/4E_-_LOA_Section_%285%29.pdf
Adoption Assistance
8 weeks of paid leave and adopting parents receive a lump sum bonus of $5,000 to assist with expenses incurred in the adoption process.
Vacation & Time Off Benefits
Unlimited vacation policy
Ellevation doesn't limit the number of paid vacation days employees may take during a calendar year, provided that they use good judgment to ensure that business needs are met.
Generous PTO
Paid volunteer time
Ellevation provides the Boston team with opportunities to volunteer with local charitable organizations. Remote employees are encouraged to choose a place locally to volunteer 1 day per year.
Paid holidays
Ellevation offers all employees paid time off to observe all major holidays and in addition, our offices are closed during the week between December 23rd and January 2nd.
Paid sick days
Ellevation employees are allowed to take up to 6 sick days per calendar year.
Flexible time off
Bereavement leave benefits
Hardship benefits
Company-wide vacation
Office Perks
Commuter benefits
Ellevation offers pre-tax commuter benefits to all employees.
Company-sponsored outings
Twice a year, we gather the entire company for a two- day offsite that culminates with a fun party. In addition, the different teams in the company have their own outings, retreats, and social events
Free snacks and drinks
Some meals provided
Ellevation provides company-sponsored lunched around holidays and special events.
Company-sponsored happy hours
At Ellevation we host weekly Fun Fridays at our Boston office. In addition, our remote employees have started a remote happy hour.
Recreational clubs
Ellevation sponsors sports leagues as requested by employees.
Fitness stipend
Home-office stipend for remote employees
Mother's room
Onsite gym
Ellevation provides employees with a free access to a state-of-the-art fitness center in the same building where our office is located.
Professional Development Benefits
Job training & conferences
At Ellevation, we have a budget for professional development opportunities and conferences for our employees. In addition, Ellevation offers professional training for new managers and leaders.
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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