The Family Technology Support Specialist will serve as a secondary support to the parents and students at all NHA schools. This position will also have special accountabilities with training on all remote technology platforms and bringing that knowledge to the Parent Relations team. They will accomplish these goals by creating strong relations with the Technology Support Center and working closely with members of the IT Team.


This individual will also maintain a small caseload of schools in which they will be responsible for developing relations with parents and school staff to facilitate/mediate the successful and timely resolution of issues that may arise between school and parent.

About Us

This individual will also maintain a small caseload of schools in which they will be responsible for developing relations with parents and school staff to facilitate/mediate the successful and timely resolution of issues that may arise between school and parent.

NHA's system of schools is designed to eliminate the achievement gap and provide a public school choice to families so their children are prepared for success in high school, college, and beyond. With a commitment to hard work, good citizenship, and personal responsibility, students experience a safe, secure learning environment where achievement thrives. A passion and dedication to the mission of serving children and partnering with communities to provide an excellent educational experience permeates the culture of our organization.

Your Role

• Help build an open flow of communication between the parent, teacher, dean and/ or principal to assist with needs
• Determine family needs and identify possible outcomes or resolution
• Deliver secondary IT support to NHA families for Chromebooks, Online Classroom tools, Clever Portal, and Parent Portal
• Facilitate and manage escalated issues to internal technology support center's ticketing system, Cherwell
• Partner with internal IT support desk (TSC) to decide on resolution for parent tech needs
• Maintain experience for all parent and student facing technology systems and programs
• Create, coordinate, and provide routine trainings to Parent Relations team regarding technology processes and new technology programs.
• Capture and respond to parent concerns for 5-10 NHA schools, responding within 24-48 hours
• Bring resolution to parent needs within 5-7 business days
• Contact withdrawn families at assigned schools to identify reason for leaving and determine trend
• Identify student re-enrollment decisions through multiple communication channels
• Build strong relationships with school's leadership teams
• Additional duties as assigned

Requirements

• Bachelor's Degree
• 3 years of relevant customer service experience
• Strong phone and verbal communication skills
• Experience with CRM system
• Ability to multi-task, set priorities, and manage time effectively
• Strong knowledge and experience with Microsoft Office and Google platforms
• Experience with ticketing software and educational software preferred, but not required

To learn more about our core values, please click here .

National Heritage Academies is an equal opportunity employer.