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Product Support Specialist

Panorama Education

This is a Full-time position in Boston, GA posted December 16, 2020.

Panorama Education, based in Boston, is a fast-growing technology startup focused on radically improving education.

Today, 900 school systems serving ten million students have adopted the Panorama platform as paying customers including the entire states of Iowa and Hawaii as well as large districts like New York City, San Francisco, and Dallas.

School systems turn to Panorama to ensure that each child is getting the support they need, so that more students succeed in school, graduate, and go on to college.

Panorama helps educators monitor how students are doing across academics, attendance, behavior, and college readiness, and then coordinate action to support each child.

Panorama’s platform also helps educators collect data about non-academic factors that are key to each child’s success in school and in life, such as social-emotional skills, safety, teacher-student relationships, and family engagement.

Panorama has raised $45 million from Emerson Collective, YCombinator, Spark Capital, Owl Ventures, Uncork, and others.

About the Role: Panorama’s Product Support team provides technical support to all Panorama users.

We connect educators, students, families, staff and community members to valuable resources and provide fast, accurate answers to their questions about our product.

This will be a remote position.  We are seeking a Product Support Specialist to help provide technical support and guidance to the thousands of users who are on our platform every day.

Our users are educators, families and students; sensitivity to their questions and technical capabilities is a must.

We also preserve confidentiality with ironclad integrity.

No detail or question is too small.

Key Responsibilities User Support Accurately and thoroughly resolve user questions and requests that are received via email and occasionally phone in a timely manner; this requires expertly navigating our product and sleuthing for client details to ensure responses include proper context Serve as the primary technical contact for our clients using our self-service platform to answer questions about the platform, troubleshoot challenges, and provide customizations Be motivated to hit our target response times (every conversation started within two hours of a request) and other performance metrics Partner with Product Support and Client Success colleagues to identify and escalate mid
– and high
– complexity questions and requests See patterns in user support requests that suggest an opportunity for product or process improvement Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified Product Expertise  Connect users with resources, offerings, and tools to help them understand best practices and meet their goals with the data they collect through Panorama’s online platform Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ) Become an expert on our product; use expertise not only to guide and support our users but to coach and teach teammates who are learning the product as well Provide excellent technical support for our Survey Operations team.  What We’re Looking For  Experience helping people successfully navigate online tools and products via email Experience prioritizing and executing multiple tasks and projects throughout the course of a day Experience working on and communicating with a team in a fast-paced environment Experience making decisions independently with little oversight  Experience diving into and learning new technologies, such as internal databases or other software in a professional setting Experience making data driven process improvements to existing workflows, processes, and systems Experience building new processes or iterating on existing processes to increase the efficiency or effectiveness of your work or the work of a team Experience communicating accurate and complex information to multiple stakeholders through email and phone without errors in a professional setting Not required, but a plus if you have K-12 education experience which would allow you to deeply understand the environments our users are in and the needs they might have Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity.

In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other.

As such we are an Equal Opportunity Employer.  U.S.

Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Panorama Education are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary.

Whatever your decision, it will not be considered in the hiring process or thereafter.

Any information that you do provide will be recorded and maintained in a confidential file.

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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.

We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.

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For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S.

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Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

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