Client Support IT Specialist

DreamBox Learning - Raleigh, North Carolina - Full time

About Us

At DreamBox, we’re passionate about our mission to radically transform the way the world learns. We believe all children can excel at learning, no matter where they start, where they live, or who they are. Today, our Intelligent Adaptive Learning™ platform – with its rigorous math curriculum and game-based environment – is helping nearly 5 million students and 200k educators improve math achievement and build a love of math at the same time. And as a rapidly growing tech company, we are just getting started. Come help us make a difference at DreamBox Learning.

About the Role

The DreamBox Client Support IT Specialist works with school and district IT staff to quickly address any technical issues surrounding DreamBox software. Our Client Support Specialists partner with teachers and school staff to assist with product questions, provisioning, implementation, and DreamBox functionality. Client Support Specialists also partner with Implementation Managers and Professional Development Specialists to ensure that the DreamBox experience is exceptional for all customers.

The Client Support IT Specialist will be the final point of escalation for schools and districts that need IT assistance to run DreamBox software.

What You'll Be Doing

  • Assist customers and/or teammates with complex DreamBox software issues which may require significant analysis, troubleshooting, and coordination with DreamBox engineering and /or district IT staff
  • Investigate root cause for school district technical issues by leveraging DBL data and internal tools
  • Provide subject matter expertise surrounding onboarding best practices, including quickly troubleshooting issues, determining cause, and collaborating with additional agents to address the issue if necessary
  • Provide subject matter expertise in order to resolve issues surrounding DreamBox software
  • Leverage subject matter expertise to assist with the creation of training materials
  • Facilitate training as necessary to enhance team member and DreamBox employee skills
  • Participate in customer onboarding calls/meetings as necessary to address technical issues and concerns
  • Provide mentoring to Level I and Level II support specialists, and collaborate with peers regularly
  • Ensures attention to detail and high-quality case documentation is provided for all support cases
  • Meet or exceed departmental SLA’s/KPI’s
  • Provide support to internal business units and employees as required

About You

  • Located in Raleigh or surrounding area - This role will be located in the Raleigh, NC, office
  • 5+ years of technology support experience
  • Demonstrated knowledge and competence surrounding computing hardware platforms (iPad’s, Chromebooks, Tablets, PC’s), network technologies and firewalls, web browser functionality, and OS software
  • K-12 or Ed-Tech industry experience preferred
  • Ability to write SQL and analyze results
  • Knowledge of Mobile Device Managers (MDMs)
  • Able to diagnose and troubleshoot hardware and software issues related to DreamBox software
  • Able to diagnose and troubleshoot network issues related issues affecting DreamBox software
  • Comfortable with data manipulation and analysis. E.g., Access, Excel
  • Proven ability to rapidly learn new software tools or technologies
  • Experience using CRM implementations (Salesforce preferred)
  • Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.). Excel certification/s strongly preferred
  • Ability to stay up to date on current DreamBox products/releases
  • Time management skills including the ability to prioritize and manage multiple tasks
  • Excellent written and verbal communication skills
  • Proven ability to communicate clearly and effectively
  • Professional in stressful situations
  • Must be passionate about customer experience, satisfaction, and quality of support
  • Able to work effectively with ambiguity
  • Treats people with respect regardless of proximity; encourages and appreciates individual contributions
  • Proven flexibility and willingness to step out of comfort zone to support coworkers and customers
  • Able to thrive in a fast-paced environment

At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!

Apply for this job

Apply for this job


Customer Implementation / Customer Success

Experience Level

Mid Level

DreamBox Learning

At DreamBox, we’re passionate about our mission to radically transform the way the world learns. We believe all children can excel at learning, no matter where they start, where they live, or who they are.

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