Position Title: TECHNICAL SERVICES SPECIALIST
Summary Description
The Technical Services Specialist is primarily responsible for the implementation of integrations between 3rd party products and company platforms. As part of the implementation process, this position utilizes an understanding of Learning Management Systems, LDAP, SAML, Student Information Systems, and others. The Technical Services Specialist implements a variety of integrations including Single Sign-On and Automated User Account Imports. They also help maintain and improve existing integrations and may be called up to provide technical guidance and help with troubleshooting challenging problems.
Essential Job Functions
- Speak with district technical personnel and third-party vendors to design and implement integrations and provide technical recommendations to both prevent and eliminate problems.
- Help implement integrations to third party products. This may include Learning Management Systems, LDAP, SAML, and Student Information Systems, and others; help maintain and improve existing integrations.
- Diagnose, troubleshooting, and resolve technical problems. This may involve utilizing a variety of skillsets to resolve technical issues with SFTP, LDAP, SAML, Single Sign On, networking issues, and user data cleanup.
- Strategize with sales, professional development, and other technical team members to assess the best way to meet or exceed customer requirements and ensure satisfaction. This may include visiting customer sites to assist with troubleshooting, technical guidance, and customer relationship building.
- Provide pre-sales support including participating in pre-sales technical calls with customers and attending onsite.
- Other duties as required.
Qualifications
- Bachelor's degree in Information Systems or equivalent technical coursework and at least 3 years experience with troubleshooting and resolving issues in web application environments; or an acceptable combination of education and experience.
- Effective listening, verbal and written communication skills.
- Exhibit a focus on customer satisfaction, including routinely soliciting feedback, embracing both positive and critical customer feedback, and ensuring all customer issues are addressed successfully.
- Effective interpersonal skills to work as a team member, develop positive working alliances, and perform as a liaison within the organization.
- Ability to demonstrate flexibility and adaptability.
- Solid organizational and time management skills.
- One to three years technical field support experience in a web application environment.
- Ability to travel freely as needed.
- Must be able to work flexible or extended hours as needed to fulfill customer needs.
- Participate in proactive team efforts to achieve departmental and company goals.
- Prefer experience with SIS and education industry standards like Ed-Fi, LTI, Common Cartridge, One Roster, etc.
