User Support and Training Manager

Career Opportunity

User Support and Training Manager

Remote
All candidates must live in California.

Posted: 5/21/21

The California College Guidance Initiative is looking for a user support professional to join our Technical Assistance and User Support team. This position will be responsible for providing virtual individualized support to educators who use CaliforniaColleges.edu with their students.

In this role you will promote educators’ successful utilization of CaliforniaColleges.edu planning and application tools by troubleshooting user-reported issues and managing, updating and resolving tickets, and responding to questions, concerns, and requests related to the college and career exploration tools, resources, and curriculum.

The ideal candidate for this position is passionate about educational equity, confident in your ability to provide technical support and customer assistance and able to navigate through unknowns as necessary to address user support needs.

What Will You Be Doing?

  • Resolving user support tickets via Salesforce with professionalism and accuracy.
  • Maintaining expert knowledge of CaliforniaColleges.edu functionality in order to provide effective support to educators, families and other users of the platform.
  • Practicing data-driven decision making to make improvements to user support ticket management.
  • Contributing to the development and refinement of all protocols, guides, and other relevant resources that document the team’s internal processes.

What Qualifications and Characteristics Do You Need?

  • At least three years working in a user support role, preferably in an educational setting in either a K-12, higher education institution, college access organization, or other educational services organization.
  • Experience with Salesforce preferred, or similar CRM.
  • Self-directed, proactive problem-solver and confident verbal and written communicator.
  • Excellent professional judgement and a customer service orientation.
  • Capacity to connect with people to build trusting and transparent relationships.
  • Ability to retain and then apply new knowledge.
  • Comfort with and ability to easily transition to/from independent and collaborative tasks.
  • A commitment to increasing educational access and equity.

More about the Technical Assistance and User Support Team

The team is composed of individuals, working remotely across California, that support K-12 LEAs data quality improvement efforts and offer professional, responsive user support to educators, students, and families who utilize the CaliforniaColleges.edu platform. Not all of us have a background in teaching or education, but we believe in continuous learning, are deeply self-motivated, and have a personal connection to the organizational mission around student equity.

Those who thrive here exhibit a growth mindset, are interested in improving and/or building their skill sets and are willing to take initiative to learn more. This role reports to either the Deputy Director, User Support and Training or Senior Manager, User Support and Training.

More about CCGI

The California College Guidance Initiative (CCGI) works to ensure that all 6th-12th grade students in California have access to a systematic baseline of guidance and support as they plan, prepare, and pay for postsecondary education and training. This baseline is provided by CaliforniaColleges.edu. CCGI partners with K-12 school districts to support students, counselors, and parents with the systematic use of CaliforniaColleges.edu, including transcript-informed tools. CaliforniaColleges.edu also houses, audits, and transmits student data to help ensure more accurate and efficient decisions regarding admissions, financial aid, and course placement.

CCGI is a positive, diverse, and supportive culture. At our core, we prioritize the needs of students above all else. Everyone at CCGI works remotely. We are all located in various parts of California. We rarely meet in person. Instead, we make use of tools, such as ZOOM, Slack, and Salesforce, to communicate and document our work.

CCGI is housed at the Foundation for California Community Colleges but is an autonomous initiative with its own mission, goals, and leadership team.

The Foundation for California Community Colleges (Foundation) is committed to providing an environment of mutual respect where equal employment opportunities (EEO) are available to all employees and applicants without regard to race, color, ancestry, national origin, genetic characteristics, sex, gender identity, gender expression, sexual orientation, marital/parental status, political affiliation, religion, age, disability, pregnancy, childbirth, breastfeeding or veteran status. In addition to federal law requirements, the Foundation for California Community Colleges complies with applicable state and local laws governing non-discrimination in employment.

The Foundation for California Community Colleges is committed to workplace policies and hiring practices that comply with federal, state, and local law. During the hiring process, the Foundation is interested in hiring qualified candidates who are eligible and authorized to work in the United States. However, at this time, the Foundation is not able to sponsor visas. As a result, the Foundation cannot hire applicants that currently, or in the future, require immigration sponsorship for work authorization (i.e., H1B or F1 Student Visa).

Contact

If you have questions about CCGI career or RFP opportunities please contact us.