Science|Math- Educational Support Analyst - 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 the Amplify products and services. The Educational Support Analyst (Science and Math) responds to customer inquiries which require pedagogical experience and training in Amplify Science and Amplify Math. These inquiries include pedagogical concerns such as curricular guidance, pacing support, standards alignment, supporting diverse learners, and how to best use the tools in Amplify products to support student learning.
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 all Amplify products, particularly Amplify Science and Math
• Expertly navigate digital platforms in which Amplify products are housed
• Participate in ongoing internal training sessions to improve new and existing product knowledge
• 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 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 curriculum and pedagogical methods and trends throughout our customer base and potential markets
• Positively supply 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 tasks simultaneously, while maintaining acute attention to customer care and detail

Basic Requirements:

• Bachelor's degree in Education or related subject matter field; Master's degree preferred
• Two or more years experience instructing (science and/or math) and/or school administration
• 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:

• Experience with Amplify products
• Elementary, middle, or high school instructing experience preferred
• Passionate educators, lifelong learners, and those comfortable with rapid change in the world of educational technology

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.