Educational Support Analyst (Desmos Classroom and Math Expert) - Customer Support (Contractor)

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.
Educational Support Analysts are key members of the Customer Support Team, a cross-disciplinary group responsible for supporting customers in the use of Amplify products and services. The Educational Support Analyst (Desmos Classroom Expert) responds to customer inquiries which require pedagogical experience and training in K-8 Mathematics (Elementary Math through Algebra I) as well as extensive technical experience with Desmos Classroom. These inquiries include pedagogical concerns related to mathematics and supporting diverse student needs through math-related classroom activities and discussions; there are also technical inquiries related to the Desmos Classroom platform including account configuration, login, creating custom activities, graphing, and more.
The Educational Support Team is made up of experienced educators who are well-versed in all aspects of the pedagogy that power Amplify products. As such, they are able to understand the unique needs of educators and work to provide timely and targeted support based on research and best fidelity practices. This position is also responsible for working with internal teams to better support customers and to disseminate customer feedback to product development teams.
Responsibilities:

• Act as an expert and authority in the pedagogy of mathematics and provide expert-level technical support of Desmos Classroom
• Expertly navigate digital platform in which Amplify Math programs are hosted
• Participate in ongoing internal training sessions to improve new and existing product knowledge
• Demonstrate proactive approach to maintaining updated knowledge on growing body of product resources and tools
• Respond daily to pedagogical and technical inquiries via live chat and email
• Provide additional pedagogical support via phone calls and virtual meetings on an as needed basis
• Research solutions to customer inquiries using pedagogical knowledge and product expertise, leveraging collaborative relationships with product teams and internal business partners to provide support for more complex issues
• Prioritize issues in accordance with their complexity, severity, and SLA (Service Level Agreement)
• Support strict documentation of customer inquiries to provide all internal stakeholders with information needed to support customer accounts, ongoing product improvement, and internal staffing needs
• Effectively and flexibly utilize required digital business operations tools (currently includes Salesforce, Talkdesk, Intercom, Google Suite, and JIRA)
• Stay informed of new Math curriculum and pedagogical methods and trends throughout our customer base and potential markets
• Positively contribute and support solutions within the Educational Support Team, our larger Customer Support umbrella, Amplify Education as a whole, and our customer base to maximize our positive impact in classrooms across the globe
• Efficiently work on multiple simultaneous tasks while maintaining acute attention to detail and customer care

Basic Requirements:

• Bachelor's degree in Education or related field (Mathematics); Master's degree preferred
• Two or more years experience in teaching mathematics
• Experience with Problem Based Learning and student-focused instructional routines
• Ability to use Desmos Classroom Activity Builder and instruct others to do so
• Knowledge of instructional standard methodologies
• High level of comfort with technology including devices, software, and online navigation
• Outstanding written and verbal communication; ability to read/write instructional and technical documentation
• Knowledge of instructional coaching techniques and ability to practice them with teachers
• Excellent analytical, organizational, and time management skills; must be adept at multitasking and prioritizing in a work from home environment

Preferred Qualifications:

• Familiarity with Amplify Math
• Experience with using Computational Layer in Desmos Classroom Activity Builder
• Passionate educators, lifelong learners, and those comfortable with rapid change in the world of educational technology
• Bilingual: English/Spanish

Compensation:
The hourly rate range for this role is $28.00-$32.00.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.