User Support Manager
User Support Manager
Remote
All candidates must live in California.
Posted: 1/23/23
CCGI is looking for a user support professional to join our specialized team that provides virtual, individualized support to a diverse group of users utilizing CaliforniaColleges.edu with K-12 students.
The User Support Manager will promote educators’ successful utilization of CaliforniaColleges.edu planning and application tools through: Troubleshooting user-reported issues and managing, updating and resolving help tickets, and Responding to questions, concerns, and requests related to the college and career exploration tools, resources, and curriculum. Developing instructional materials to equip districts/LEAs with step-by-step resources on how to utilize specific tools and features.
The ideal candidate for this position has knowledge and/or interest in supporting the needs of students, educators, and parents. They should also have prior experience providing technical support and customer assistance. We work to solve large scale, system-level problems. You must be comfortable working with unknowns and ambiguous solutions, as well as passionate about promoting public education and advancing educational equity.
What Will You Be Doing?
- Investigating and resolving user help tickets via Salesforce with professionalism and accuracy.
- Maintaining expert knowledge of CaliforniaColleges.edu functionality in order to provide effective guidance to educators, families, and other users of the platform.
- Collaborating with other teams to develop instructional guides and resources related to CaliforniaColleges.edu functionality and access.
- 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 Technical Skills Do You Need?
- At least two years working in a user support role, preferably in an educational setting such as a K-12, higher education institution, college access organization, or other educational services organization.
- Experience with Salesforce preferred, or similar Customer Relationship Management tool.
- Bachelor’s degree required.
What Intangibles Do You Need?
- Self-directed, proactive problem-solver and confident verbal and written communicator.
- Excellent professional judgment 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 & Training Team
The team is composed of individuals, working remotely across California, that support K-12 school districts’ data quality improvement efforts through virtual training and providing responsive assistance 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 the Deputy Director or Senior User Support Manager.
More about CCGI
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, which provides California students and educators with a wide range of college and career planning information and tools. The site also houses, audits, and transmits student data to help ensure more accurate and efficient decisions regarding admissions, financial aid, and course placement. CCGI provides technical assistance, support, and training to K-12 school districts in order to support students, counselors, and parents with the systematic use of CaliforniaColleges.edu, including its transcript-informed tools.
CCGI forms the core of the college planning and application tools in California’s newly-launched Cradle-to-Career System. Over the next few years, the Cradle-to-Career System will scale CCGI so that all California 6th-12th grade students can have free access to our transcript-informed tools.
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 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.
As the official nonprofit auxiliary to the Chancellor’s Office, we aim to ensure our team reflects the diversity of the California Community Colleges and the 1.8 million students, campuses, and communities it serves. Individuals are hired for their deep understanding of each population’s unique needs and will join a collaborative environment where each team member plays an important role in helping Californians across all communities improve their social and economic mobility and build a better future for themselves and their families.
Application Instructions
- Click the apply button below to be taken to the Foundation for California Community Colleges website, where the application is housed.
- Include both a cover letter and resume with your application.