Location – 2200 Maxon Road Ext, Schenectady, NY 12308

Job Type: Full-Time – Monday – Friday 8 AM to 5 PM

About Educational Vistas, Inc.

Educational Vistas, Inc. (EVI) is a leading provider of data-driven solutions and software platforms for K-12 schools. Our comprehensive suite of products supports educational institutions in various areas, including assessment, student data management, school improvement planning, teacher evaluation, professional development, and more. We are committed to improving student outcomes through innovative technology and outstanding customer support.

Position Overview

As a Support Specialist, you will serve as the primary resource for our clients, providing technical and functional support for all Educational Vistas platforms. This customer-facing role is crucial in ensuring that users have seamless and successful interactions with our software solutions. The ideal candidate is tech-savvy, solutions-focused, and dedicated to helping educators and administrators reach their goals through effective software use.

Key Responsibilities

· Serve as the primary contact for users seeking technical assistance via phone, email, and support ticketing systems.

· Troubleshoot user issues across all Educational Vistas products, including but not limited to: Assessment Portals, Professional Development Platforms, and School Improvement Tools.

· Guide users through diagnostic procedures and provide step-by-step solutions or workarounds.

· Maintain a thorough understanding of all EVI platforms to provide accurate, informed support.

· Create and maintain internal and client-facing support documentation, FAQs, and training materials.

· Provide feedback to product development teams based on client experiences and recurring issues.

· Assist in onboarding new clients, including setup, configuration, and orientation to the platform.

· Conduct virtual or in-person training sessions for users on software usage and best practices.

· Collaborate with internal teams (development, QA, product management) to resolve complex issues.

· Escalate unresolved issues appropriately while maintaining client communication and follow-up.

· Identify trends in support cases and proactively suggest improvements to documentation, product features, or support processes.

· Contribute to initiatives aimed at enhancing the overall customer experience.

Qualifications

Required:

· 2+ years of experience in technical support, customer success, or help desk roles, preferably in an educational technology or SaaS environment.

· Strong understanding of web-based software systems and ability to learn new technologies quickly.

· Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

· Experience with ticketing systems (e.g., Odoo, Zendesk, Freshdesk, Jira Service Desk) and CRM tools.

· Detail-oriented with strong problem-solving and analytical skills.

· Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred:

· Familiarity with the K-12 education landscape and school district operations.

· Experience supporting student information systems, assessment platforms, or learning management systems.

· Working knowledge of SQL, HTML, or basic scripting (a plus but not required).

Work Environment:

• May involve some travel for on-site training or client visits (as needed).

• Support may be required during standard school operation hours, with occasional after-hours availability for critical issues or deployments.

Why Join Educational Vistas?

· Be part of a mission-driven team that impacts the future of education.

· Collaborate with passionate professionals in a supportive and innovative work culture.

· Work on diverse projects with direct exposure to school administrators, educators, and district leaders.

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IT Support Specialist