Technology Systems Specialist

Our Organization: iEARN-USA, a founding member of the iEARN International community, is a leader in international student exchange programming. Our Vision and Mission are to create a more interconnected, peaceful, and just world by developing and empowering an inclusive global community of students and educators who bridge cultural divides and work together to make a meaningful difference in the world. iEARN-USA develops and facilitates K-12 virtual exchange programs, implements high school study abroad programs, delivers professional development and global networking for educators, and assists in the development of program content worldwide.

Position Overview

The Technology System Specialist will have the responsibility for the day-to-day management of iEARN’ s CRM, Salesforce, & LMS called PowerSchool & Schoology, both externally and within the organization. This role will be critical in supporting the ongoing optimization/development in support of key business workflows, reporting, training, data integrity and management of 3rd party vendors and applications (Salesforce consultant, Web Development Partner, PowerSchool/Schoology). This role will be responsible for creating a seamless and optimized user experience for all clients engaging with client facing systems from initial user on-boarding for the life cycle of the end user engagement.

Duties

Salesforce Administration

• Manage Salesforce roles, profiles, sharing rules, workflows, and groups.
• Import/update leads, contacts, and other data using current tools for select programs.
• Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing.
• Prepare reports and dashboards for Sales, Marketing, Operations, Service, and other departments.
• Automate processes using Salesforce tools such as process builder, flow automation, and validation rules.
• Manage, maintain, and organize Salesforce to ensure data entries are complete and accurate.
• Manage automated process and integrations in Salesforce.
• Process assigned cases accurately and consistently within the 48-hour SLA.
• Manage data quality to ensure the same source of data is used across multiple systems.
• Complete all organizations objectives in a timely fashion.
• Provide ongoing support and education for Salesforce users: answer questions, troubleshoot issues, and lead education sessions.
• Document key business workflows for Salesforce support processes.
• Evaluate new Salesforce releases.

PowerSchool/Schoology Administration

• Provide application support to iEARN's international network of users relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
• Keep documentation of network user service desk tickets and incident reports.
• Recognize both basic and advanced problems, conducts research, provides resolutions and follows up with users as needed, escalating more complex cases to the provider and provide resolution details to users
• Prepare standard statistical reports, such as help desk incident reports
• Prepare usage analytics reports for Marketing, Operations, Program, and other departments
• Consult with provider to explain software errors or to recommend changes to programs
• Stay current on all key support topics, including product knowledge and required technical and soft skills
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
• Develop tutorials and training materials to support usage of platform by iEARN network users.
• All other duties as assigned.

User Experience

• Create visually appealing user-centered designs that meet user needs and drive business success.
• Apply consistent design patterns, and create new patterns for reuse with senior input.
• Proactively solicit feedback from stakeholders to continuously improve deliverables.
• Plan, coordinate, and conduct user research to guide product design decisions.
• Optimize information architecture to promote usability, while accommodating technical needs/constraints.
• Develop user flows and personas to facilitate feature design process.
• Engage in cross-functional design sessions for functional teams.
• Articulate designs by putting them in the context of business and user goals.
• Support the execution of user inquiries, helping to conduct sessions, analyze feedback and identify needs and insights.
• Participate in design discussions and collaborative sessions with teams and stakeholders, offering and providing feedback on concepts and ideas.
• Provide support in general business systems including google, Asana, and other internal systems.
• Maintain an awareness of industry and UX trends.
• Perform other duties as assigned.

Qualifications

• 1-3 years’ prior experience in a technical support role.
• Proficient in Microsoft Office suite.
• Salesforce experience required (and Bomgar preferred).
• Prior CRM experience required.
• PowerSchool & Schoology experience preferred, but not required.
• Strong attention to detail and time management.
• Strong oral and written communication skills.
• Strong customer service and conflict resolution skills.
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes.
• Maintain a positive attitude and foster a collaborative and unified work environment.
• Associate’s degree or equivalent work experience, Bachelor’s degree preferred.
• Ability to work in the United States. iEARN-USA is unable to sponsor work visas.