Part-time Support Associate – Learning Portal

TNTP is currently seeking a Part-time Support Associate for our Learning Portal team. This position is based in a home office anywhere in the U.S. and is available immediately.

Who We Are

A national nonprofit founded by teachers, TNTP believes our nation’s public schools can offer all children an excellent education. Today we’re a diverse team from a wide range of fields, united by a fierce commitment to helping school systems end educational inequality. We work at every level of the public education system to attract and train talented teachers and school leaders, ensure rigorous and engaging classrooms, and create environments that prioritize great teaching and accelerate student learning.

The Learning Portal’s team of project managers, instructional designers, and course writers and builders work with clients to design, develop, and deliver asynchronous online learning experiences for adults working in the K-12 space. We ground our work in content that reflects TNTP’s perspectives and priorities, integrates authentic practice opportunities, and draws on best practices for adult learning. Our three flagship courses are Science of Reading: Lower Elementary, Science of Reading: Upper Elementary/Secondary, and Evidence-Informed Math. We also offer teacher certification coursework for alternative route programs.

What You’ll Do

The Learning Portal Support Associate is responsible for providing technical and operational support for the implementation, updating, and administration of Learning Portal’s Learning Management System, Blackboard. The ideal Support Associate is organized and has strong communication skills, both spoken and written. The Associate should be able to succeed in a fast-paced environment and be patient at explaining technical issues to end-users using plain language.

Specific responsibilities include, but are not limited to, the following:

Receive, prioritize, document, and actively resolve Tier 1 technical assistance for staff and learners including the investigation, analysis, and resolution of all problems related to Blackboard
Receive, prioritize, and assign Tier 2+ support requests
Deliver high quality customer service while working with staff to troubleshoot issues
Develop and maintain a thorough knowledge of Blackboard standards, policies, and procedures
Support the administration of Blackboard through the following: coordinate course management, course archiving, portal functions, user roles, and user permissions.

What You Bring

We are looking for amazing people who have diverse backgrounds and experiences, are inspired by our mission and are highly motivated to change children’s lives through education. You’ll be right at home here if you learn from failure and overcome adversity, cultivate strong relationships, understand the power of diversity, advocate for equity, aspire to lead through inclusion, and push yourself, your work, and the people around you to the next level.

We expect our Learning Portal Support Associate to:

Love technology. You enjoy being at the forefront of new technologies and digging into process and system improvement.
Be a natural problem-solver. You can quickly identify challenges, analyze the root causes, and propose solutions and tools to help staff and learners.
Provide strong support. You’ll regularly interact with end users and staff, providing high levels of customer service. You have an ability to communicate directly, concisely and to articulate technical information to any audience.
Be willing to step up to the plate. You’re eager to contribute and learn, willing to provide solutions before we even know there are issues. You make ongoing process improvements.

Qualifications

Critical thinking, problem solving, attention to detail, and organizational skills.
Solid understanding and troubleshooting experience with learning management systems. Experience with Blackboard strongly preferred.
Ability to prioritize and manage multiple responsibilities simultaneously.
Ability to communicate well, facilitate discussion, resolve problems, and understand the needs and desires of the customer.
Ability to productively work from home with a high degree of accountability.
2+ years of learning management system experience.
2+ years experience with customer service and/or end-user support. Experience with technical support/ticketing systems like JIRA, JSM, Zendesk, etc. strongly preferred.

What We Offer

The compensation for the position ranges from $19.62/hr-$29.42/hr based on experience. TNTP offers a motivated team of dynamic colleagues, a collegial atmosphere that values professional development and valuable feedback, and the chance to impact the direction of a growing, mission-driven company that is committed to the success of our nation’s children.

Time Commitment

The hours for this role are expected to fluctuate between 5-10 hours per week throughout the year. During periods of enrollment in our online coursework, we expect a greater need for support. Hours are flexible, but at least 50% need to be during TNTP business hours (8am-6pm ET). A specific schedule will be set collaboratively between the successful candidate and their manager.

To Apply

It’s in your best interest to apply as soon as possible. We recommend including a cover letter in your application addressing why you are interested in TNTP and how your experience has prepared you for this position.

#LI-REMOTE

Position Type:

Temporary

TNTP is an equal employment opportunity employer committed to maintaining a non-discriminatory work environment. TNTP does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, gender, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, arrest record, conviction record, or any other personal characteristic protected by applicable law. This policy covers all programs, services, policies, and procedures of TNTP, including recruiting, hiring, training, promotion, and administering all personnel actions, such as compensation, benefits, transfers, layoffs or terminations.

Applicants for employment with TNTP must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

TNTP

New Jobs

Part-time Support Associate – Learning Portal